Make certain every option is used by skill-based routing. Work to make menus as short as possible, no more than 3 or 4 options on a level and no more than two levels. This can be very frustrating for an end-user. Confusing or lengthy voice menus : When multiple-service desks or skill-based routing is used to direct calls to the right person, there’s a temptation to create complex menus to support the routing.Then, as volume decreases, begin a communication program to shut down the channel over a short period of time. The best way to shut down an ineffective channel is to use great experiences and adoption programs to drive people to the preferred channel. Sometimes, email is shut down when the portal goes live, but this is actually a mistake that can lead to lowered satisfaction levels. Shutting down channels too soon : As channels like service portals are added, service desk management often makes the mistake of trying to shut down ineffective channels like email too quickly.Some areas to consider in the design and ongoing operation are as follows: When setting up a service desk, there are a few areas in the design or practice that can lead to lowered customer satisfaction or internal struggles. A visionary and/or innovative outlook also helps, as the technology available to service desks is currently in a transformational period.Experience and/or training in knowledge management, building and managing knowledge bases.Some level of technical skill to help contribute to proper escalation and management of major incidents, even better if they also play a role as major incident manager or incident manager.Leadership and teamwork development to build a strong service desk team.They will often be the person who holds other managers and directors accountable for resolving incidents on time and making sure certain requests are fulfilled within expected time frames. They need a strong customer focus and the ability to play a vital role in ensuring other support personnel gets the job done. Service desk managers will most definitely play a key role in delivering service and support within the organization. Managers: While service desk analysts can be relatively entry-level roles, the manager’s position requires a more robust skill level than some of the other managers in IT. A desire to grow and a passion for serving others are a plus.In these situations, the technicians hired should have a more profound technical background than the first-level analysts who might grow into these more advanced roles. Some service desks cover many second-level support specialties, including desktop support, system administration, and access administration.Sufficient technology background to fix simple configuration/usage issues and follow knowledge scripts to apply workarounds for more complex issues.People in the hospitality industry with sufficient technical skills are also well-suited to the task. It doesn’t always need to come from a background as a service desk agent. Good phone manner, customer service capabilities demonstrated in their experience.Putting the right people on the desk is critical as the service desk’s perception affects overall customer satisfaction with IT. This skill-set is often appropriate for an entry-level position. The ideal candidate is personable, likes being on the phone with customers, wants to help people, and has sufficient basic skills for the job. Staff: Finding the right mix for service desk staff can be challenging, but there are a few things to keep in mind. Part 1: The People – Hiring for the Service Desk We can apply the same framework while designing and implementing a service desk in your company. It’s a framework that’s been in use since the 1960s to improve the operational efficiencies of employees. The right people, process, and technology in an organization form the core of any successful business. Still, the design and architecture of delivering services and a set of robust communication channels, powered by sufficient automation, collectively help the service desk excel and provide an excellent customer/consumer experience. The service desk can manage their daily challenges in many ways.
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