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.
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.