Service Desk Center

Before I begin this post, I want us to agree that any service desk can only improve as much as you can put in. The amount depends on the level of input you put into your training. If you want your service desk to soar and score in terms of customer service, a lot depends on your staff, their attitude, their desire and their drive level.

If we do not realize by now, helpdesk or service desk services are essentially customer service. You are measured not only by your technical capabilities but also by the level of professionalism, courtesy, timeliness and friendliness.

Apart from all the soft skills that you have been preaching to your people, the trainings provided by your external training partners, you should encourage your team to practice self improvement. Self improvement can be achieved on technical aspect, from conversation skills, going a step further with the customer, and a whole lot more. I realized in my role as a global service desk manager that no matter how hard I push all my teammates to practice self improvement, a large majority do not.
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To run an effective service desk, you will require a system to help you. Always remember that the system adopted is merely a tool; a tool to make your service desk engineers more effective and efficient.  A helpdesk system acts as a lubricant to complement your team, your processes and your policies.

Choosing the right helpdesk system is never easy.  It all depends on what you need, want you want and how deep your pocket is.  The most important thing is that the system must be able to suit you, to be flexible enough for customization.  Here is my take on what helpdesk systems must have and nice to have:

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I am sure many of us as Service Desk or Helpdesk Managers have training programmes for our engineers.  Even though we may have tonnes and tonnes of training materials available for newly joined engineers, that may prove counter-productive as the incumbent is going to experience information overload.  Always remember that every individual is different, every individual absorption rate is different, every individual  learning curve is different.

How then can you develop a single training programme suitable for all?

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