The telltale signs of a failing frontline technical support help desk are easy to spot. Identify them early in the game to ensure the bleeding doesn't continue all the way through IT.

Helpless Desks

Even high-performing help desks face a formidable range of challenges. Help desks are often under-funded by leaders who perceive frontline support as a drain on IT resources. Staff are paid among the lowest wages in IT, yet are subject to the department's most stringent scheduling and workflow requirements. Frustrated end users typically contact the desk only when their technology has failed.

When demoralized staff members grapple with insufficient technology and dissatisfied end users, help desk performance suffers unless immediate action is taken.

The consequences of an underperforming help desk can ripple throughout IT and the enterprise. Productivity is lost while end users seek ad hoc technology solutions. External customer support is compromised by internal turmoil. Competitiveness...