You know the scene … Is 9:15; employees are secretly eating bread and drinking tea (there is one, do not eat at his office desk in the office) and one of the workers with a good old moan to his colleagues …
"I just called the service desk for an update on this issue I raised yesterday, and they can not even tell if someone take a look at it! Bloody Service desk, they are all useless!"
His colleague answers …
"I know you best, just the kind of… or require that an engineer will be with long hair, he just arrived and I do it. I do not know where they get this game, from … ! Turbid "
Strange, right? They often think when hearing this kind of feedback that IT managers a gift, the selection of those most useful to the world, and she sat on their front doors to our service! I do not agree with this view. As someone who has direct responsibility for staff recruitment service desk used, I think weOfficials of the desk employees with bright, enthusiastic and motivated. So where does it all go wrong from there?
First, support front-line is largely a thankless task. It takes a special kind of person who does not really do justice. Resilience is certainly necessary, and it is something that most people internalize to support and extend the lashes, as the completion of the dangers faced daily.
However, support is a good man needs more strength. ThereA number of important factors that will help you in your search for great staff and, finally, an acclaimed Service Desk.
Lets face, the staff are not uniformly taken as "useless". I admit that not always, but because it is right that we often hear statements of our employees? As an IT manager, when taken from us, we have chosen in preference to other candidates because he has demonstrated an adequate level of skill, common sense andProbably because we have a lot. What happens in the meantime? It is the act of working on the desk of the service, you weaken your ability?
I would not recommend! I was a manager service desk for many years, and are passionate about service desk. For me there is a formula for creating a great team and takes much more to make sound personnel decisions and a good manager.
The question is, in many organizations habit. Let's face it – whether as actors or users of aService Desk, we tend to expect a lot and only give very little. I know the old saying, 'It's better to give than to receive ", but the poor old desk service I give to wear their underwear outside their clothes for all kinds of possibilities that are right!
The key is the commitment of senior management and the passion Line Management. I know, I know … You all have heard of, but let's be honest, if not choose the right people to pay their salaries to the right, train –give them the tools to do the job right and what is more important to them the autonomy they need, they can always give us the type of service users expect?
Choose the right people!
Let's be honest, to begin with, sometimes get the wrong people, in the first place – still young graduates who are looking for people in Italy or staff available on time. Not that they sound the bells? For me, the bells of despair! Really good service desk staff have a wide range of skills, manyof which are not "only someone had to be internalized,"
We want to be a good communicator, active listener, have excellent problem solving skills and be able to manage our events and requests from beginning to end. This is an enormous number of editions. Our expectations are high, we must ensure that we do not choose people who have little chance to meet under these conditions.
So choose, because not only good people? Now there are two reasons. Very often a factor in a service The writing is very much appreciated. It is often considered a 'necessary evil' – something to bear to support a first step in the field, technically qualified and rewarding 2nd and 3rd line roles. The result is that most people do not want to rely on a bank of service for the entire period of most of the time. Why? Well, because they expect it will be boring, and usually this type of work is never honored. For most people who do not intend to 'cut the mustard "when you try to establish a sound> Career.
Pay them adequately
The second reason is that sometimes having the wrong people, that many organizations, not their service desk to pay employees well enough. Good service desk staff to be in command of the salaries that you pay your desktop engineering or any other 2nd line support groups inside. If you're on the right begins to pay salaries, you get good people, and even e-mail you a very clear message to your users and other support, service desk staff are at leastimportant as they are!
Support Tools and Technologies
My third real anger at the way we interact with our customer service desk is that they are often the tools to do the job. A computer and the phone will not make a person's service desk! Expect to be able to answer the phone quickly and politely, to understand and translate your request, the priority appropriately, resolve, and if not send it to someone who can, and quickly. During this process, you canwant regular updates, a source of escalation, if not according to plan and solve the problem (in time) You want to be able to unite the closure of the case. Furthermore, when the incident was important, you will enjoy knowing that someone is, if not repeated.
Do you still think the phone, the PC and the file card tips and tricks of the service desk is scrawled confess that manage the game? Even without her panties!
In fact, agood service desk must have the correct level of investment. I mean, tools, information, business knowledge, and the right edge of technology. Our desk staff should not be technical gurus, but we expect a certain level of skill, because, as also able to solve some incidents, the service desk, there is a real chance to understand a user request and Enlightenment in something useful, so that someone else might solve the problem.
As a user of the service desk, we alsoexpect that they know who we are and not ask the same ten questions each time we ask a simple question. Give them a good customer database, preferably a database of configuration management concerns them, they will realize that can get this information, who you are what you are doing, what technologies are and how fast you need to get your problem solved.
Also, if you make a good rate to set the first time, you must have knowledge of issues and problemsYour service desk is replaced, as well as the mechanisms that allow them more ability to affect a resolution. Script diagnostics, frequently asked questions (FAQ), a "known bug", database and diagnostic tools are also excellent ways to help fix the first time the rate of increase.
Training
Make sure that, as the technical skills that may need them, who know your business. I do not mean small bits of information they managed Induction Day, whichspent most of the nostalgia for the free buffet and ask, when was the Chief Exec to stop the merits of the company. I mean, that may be involved in your initiatives and projects aimed at testing new applications that are using the main system, be sure to spend some time with the important business functions and make this work in progress.
Respect
Give them a little '! A good way to earn permitted for your personal desktop, is easy. Make sure that the mainPeople in every department and your senior mangers were required to spend at least one day a year on your desktop. After they are your employees really appreciate. Believe me, there is nothing sharpens the mind to the situation of the service desk, as the experience of taking a call from a user, or even heard one. You can observe a revival of magical understanding. Former critics suddenly see the reality and for a short period of time at least, is a newfound admiration for the Service Deskborn.
Governance
Then there are the tasks to consider. All IT functions need to supply their expectations of what they should do to know for whom, how fast and when. The best way to consolidate this information is through the service and operational level agreements (SLA and OLA). These define the expectations and needs of users and customers that can help IT staff and the service desk can reasonably be achieved (with their resources and capabilities) and can be measured against.
ManyOrganizations take advantage of "best practice" and have agreements in place to govern the expectations of IT vendors, but tend to documents provided by people who use the service, and do not really know what its users have been formalized to enable them to implement their business processes. Furthermore, they define the expectations that are neither accessible nor measurable SLA, which is completely lacking. The final insult is that these documents are often locked in aSenior Manager briefcase or a closet and was also signed, and never see the light of the world, are obtained or reviewed by the user, have been designed for them!
How can you be anything but a nuisance for service desk, whose objectives and activities are shrouded in mystery?
The key is to define efficient that "lives" SLA and OLA will be reviewed and that these countries meet the business requirements and to be achievable and measurable. So that is accessible to all(including users and service desk employees), is also necessary.
The management of commitments
Finally, management commitment, I know I already said, but to ensure that the service desk will be fulfilled according crucial. Through the commitment of management, I think that, in addition to the financing of the desk. After the initial investment is essential that senior managers "walk the path not only 'talk the talk' in the name of the service desk function. Support ServiceWrite, understand and respect their jurisdiction. Previous decisions to praise its virtues, and correspond to a fair trial, like all other users.
The Service Desk will not succeed if those responsible (and not their pas!) It shall respect its position. The service desk is a defined task of having to bear the critical services and non-critical in order to respect the agreements that require priority and a range of activities to keep the lever in motion. Senior managers should not be allowed to'jump the queue "for non-critical questions. It is committed to developing and maintaining a good banker, executives and agreements governing support is essential. If the service desk is the provision of services in line with the SLA then should meet the needs of all parties, including the senior management team, so there's no need to practice nepotism, that would only deliver the wrong message to the rest of the organization.
The greatService Desk
In summary, the main factors influencing the creation of a large desk service:
> People Correction
> A proper compensation
> Tools
> Lifelong Learning
> Compliance
> Give Governance
> Show Management Commitment!
So the next time you hear someone complaining about "blood service desk, you wonder …
Why is the service desk is often perceived in this way? The employees are truly uniqueempty and dull on purpose or is it really because we did not choose the right people or where they can, with the skills, tools and support they need in order to provide service to meet the needs of users.
Never underestimate the importance of the service desk. The proper level of investment in this important function can only organization with an exceptional heritage.
If you're right, they are able to provide good services, not only to answer callsIT support. It is indeed a wide range of services, everything from training and coordination issues, providing a communications portal, the collection and measurement of information management that all important perception of the user.
If the investment in the Service Desk can be adequately achieved so much, a valuable help function, the window of IT services. Let's get rid of the desk "blood service" once and for all!
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