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Manage Help Desk Staffing

Identify and hire staff with a unique blend of customer service and tech skills necessary for a successful help desk.

More Details
Staffahelpdesk-storyboard
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Your Challenge

  • 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

Get to Action

  1. Assess current resource levels.

    Understand optimal resource levels, skillsets and roles required to support desired service requirements.

  2. Determine the optimal help desk staff ratio.

    Maximize help desk customer service at minimal cost.

  3. Staff the help desk.

    Hire and retain the right help desk staff rather than a bunch of warm bodies.

  4. Deal with staff cuts.

    Minimize the impact of cuts to customer service and employee morale.

Tags

help desk, helpdesk, help desk staffing, help desk tenure, help desk training, help desk management, help desk performance, Help desk assessment, help desk maturity, help desk growth

If you like this, you may also like:

1. Setting Up The Help Desk
2. Storyboard: Attack Help Desk Growth
3. Storyboard: Get Started Bringing Order to Help Desk Request Chaos
4. Rescue Your Help Desk: Common Problems
5. Attack Existing Help Desk Growth

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Identify and hire staff with a unique blend of customer service and tech skills necessary for a successful help desk.

Solution Road Map

Other Solution Sets in Help/Service Desk (ITIL/ITSM)
1. Get Started Bringing Order to Help Desk Request Chaos
Delight help desk users while retaining your sanity.
2. Attack Existing Help Desk Growth
Prescriptive help desk solutions, from little aches to big pains, we cure them all.
3. Manage Help Desk Staffing
Identify and hire staff with a unique blend of customer service and tech skills necessary for a successful help desk.
4. Manage Service Desk Effectiveness
Get past simple metrics and make your service desk deliver better results.
5. Vendor Landscape Plus: Help Desk Software Solutions
When the help desk needs a new hammer, how big should it be? Too big a hammer is unwieldy and difficult to use.
6. Vendor Landscape: Systems Management Suites
Get all you can out of staff and systems.
7. Ensure Service Delivery with Systems Management
Dump the bottom-up approach to systems management, and manage services for success.
View the full Solution Road Map