- Getting the right help desk staff is critical.
- Hiring help desk staff with a balanced blend of customer service and tech skills is difficult.
- The wrong help desk staff can isolate users and damage IT's reputation.
- Getting the wrong person is expensive; replacing them is at least 30% of their annual salary.
Our Advice
Critical Insight
- Hiring help desk people with the right attitude and customer service skills is more important than technical skill
- The help desk is IT's face to the business, put forward the best image possible
- Cutting help desk staff, while tempting, will render IT less productive overall
Impact and Result
- Effectively structure help desk resources to minimize cost while providing the necessary level of customer service
- Hire staff with the right blend of attitude, customer service and technical skill
- Intelligently trim help desk staff when times are tough