Feb 05
Believe it or not, this question has popped up many times in the course of my career as a Service Desk manager. Many young managers as I was have pondered on this and some managers have even had their subordinates asking if casual dressing is allowed in operations.
Just like many before me, I have asked the question before. From what I gather, there are 3 situations that influence what Service Desk professionals should wear. The 3 situations are:
- Corporate Culture - If your organisation requires everyone to be dressed in uniforms, then it is a no-brainer that your Service Desk professional should dressed in that. With free uniforms and possibly free laundry, I do not foresee any problems for your subordinates to be dressed in them. If your organisation does not provide uniforms but expects everyone to be dressed in suit and tie, you can either follow suit or beg to change (read next point)
- Customer Facing - My rule of thumb for dressing is simple, if your Service Desk professional faces the customer; i.e. allow walk-ins or performs desk-side support, then the said professional should be dressed appropriately. Yes, I would expect a long sleeve shirt and tie to begin with. Either that or a nicely pressed tee-shirt with corporate logo for branding.
- Non-customer Facing - If your Service Desk professional does not leave their seat for 8 hours; and they do not accept walk-ins; chances are that it does not matter what they are dressed in as long as it is decent. After all, we live, work and interact in a community. Broadly speaking, uncontrolled dressing allows your team members to dress in what they are most comfortable in (pajamas not allowed). Comfortable clothings in turn allow your Service Desk professionals to work longer and at ease. It might even raise their productivity and efficiency.
I guess the above pretty sums it all up. The next time you hear someone raise this question, do point them to ServiceDeskCenter.com 