I once served in this capacity and i can tell you the observations made in this post are true. Co-workers who do not appreciate or possess these attributes can make it difficult for the others, so creating a bad image for the team. In one instance, a manager told me "why the hurry, after all she just resumed today" when i was making frantic efforts to setup IT work tools for a new staff. It was bad enough that i did not get prior information about the new staff's resumption date. For the service desk staff 'minimum downtime' 'excellent service delivery' are key.
What is key elements how service desk is able to affect customer experience? Read my five observations about critical areas especially in IT service desk domain.
1) Courageous staff – Service desk is by definition window to the IT meaning window to service provider also. What does it mean? Service desk is from service provider staff (2 and other levels of support) staying on customer side. Service desk must internally “fight” for the customer which may create service desk will become unpopular internally. In the other side service desk is for customer representing service provider and customers / end users are really demanding which mean pressure to service desk. As resume of this part you must be brave enough to fight for your customer internally and servant enough when talking to your customer. So service desk is only for strong personalities only then can create correct experience about consumed services.
2) Committed staff – Who else then service desk team should be committed to their jobs? They are responsible for whole lifecycle of customers incident & requests which are affecting customer (core) businesses, they need to work under high pressure from many sides e.g. customer, internal parties, management. Only when agents are committed to their jobs they do quality work. When you have committed staff to their job you can realize your vision as a leader with your team, never forgot about this part.
3) Understanding & Involvement into customer business – Even your service desk is committed and courageous enough and even if it is technically skilled you can’t be sure about success. Key element from personnel perspective is business & customer domain knowledge. When service desk agent knows relations to the business he or she can act properly, can correctly evaluate priority and severity, can push in the right moment and from provider perspective knows what better and new solutions offer to the customer. As more is better, it is good when agent can combine experience from more customers and apply patterns between the customers.
4) Level of self-services of service provider – It is important end users use service desk smart. From this perspective self-services are for most of the service users much better option than contacting service desk. This is important part of support services puzzle. Why I should call to service desk to reset my password, create new user account… Are you doing this with the services you are using privately? I want contact service desk really only when I have something extraordinary not “typical request” not to “bother myself” with something easy.
5) Level of automation - Am I repeating myself with self-services? No. Service desk agent must be able to serve you as fast as possible in today’s world there is no need to connect to different consoles and doing things manually in different systems. When talking about 1 tier task (90% of typical calls) majority can be with today’s tools automated and you can get your solution fully working during your few minutes short call thanks to few clicks in service desk tool of the provider. Speed = key element of customer experience with service desk!
Author: Radim Petras
Photocredit: MIS
What is key elements how service desk is able to affect customer experience? Read my five observations about critical areas especially in IT service desk domain.
1) Courageous staff – Service desk is by definition window to the IT meaning window to service provider also. What does it mean? Service desk is from service provider staff (2 and other levels of support) staying on customer side. Service desk must internally “fight” for the customer which may create service desk will become unpopular internally. In the other side service desk is for customer representing service provider and customers / end users are really demanding which mean pressure to service desk. As resume of this part you must be brave enough to fight for your customer internally and servant enough when talking to your customer. So service desk is only for strong personalities only then can create correct experience about consumed services.
2) Committed staff – Who else then service desk team should be committed to their jobs? They are responsible for whole lifecycle of customers incident & requests which are affecting customer (core) businesses, they need to work under high pressure from many sides e.g. customer, internal parties, management. Only when agents are committed to their jobs they do quality work. When you have committed staff to their job you can realize your vision as a leader with your team, never forgot about this part.
3) Understanding & Involvement into customer business – Even your service desk is committed and courageous enough and even if it is technically skilled you can’t be sure about success. Key element from personnel perspective is business & customer domain knowledge. When service desk agent knows relations to the business he or she can act properly, can correctly evaluate priority and severity, can push in the right moment and from provider perspective knows what better and new solutions offer to the customer. As more is better, it is good when agent can combine experience from more customers and apply patterns between the customers.
4) Level of self-services of service provider – It is important end users use service desk smart. From this perspective self-services are for most of the service users much better option than contacting service desk. This is important part of support services puzzle. Why I should call to service desk to reset my password, create new user account… Are you doing this with the services you are using privately? I want contact service desk really only when I have something extraordinary not “typical request” not to “bother myself” with something easy.
5) Level of automation - Am I repeating myself with self-services? No. Service desk agent must be able to serve you as fast as possible in today’s world there is no need to connect to different consoles and doing things manually in different systems. When talking about 1 tier task (90% of typical calls) majority can be with today’s tools automated and you can get your solution fully working during your few minutes short call thanks to few clicks in service desk tool of the provider. Speed = key element of customer experience with service desk!
Author: Radim Petras
Photocredit: MIS
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