Service Desk Center

Let’s face the facts. How many of us here believe that helpdesk agents (yes those professionals who work over the telephone aka first level support) is less trustworthy compared to your second level technical support? How many of us think that helpdesk agents are limited to low level IT request tasks? How many of us think that helpdesk agents should not have more higher access levels to perform tasks such as password resets?

The fact really, is to empower your helpdesk agents with these rights and accesses so that they will be able to serve customers’ request at first call. You actions of empowerment will result in, Continue reading »

Many helpdesk and service desk managers will related their horrors in recruiting suitable candidates for their operations. Resumes and online recruitment information does not justify the candidates suitability to serve over the telephone. There were too many times when I’m let down by the candidates speech, comprehension and professionalism although they had very commendable academic achievements. Too many hours were spent rejecting candidates instead of taking care of my operations.

Continue reading »

Welcome to ServiceDeskCenter.com. This is my first post to chronicle my journey as a global Service Desk Manager. Read about me and the intentions of this blog.

Enjoy your stay. Feedback, comments, discussions and outright constructive criticism are welcomed.

Cheers,
Amos