Manage Help Desk Staffing

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

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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

Manage Help Desk Staffing

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.