Every service desk and help desk wants to improve how it performs and delivers support. We all want to get better, but what we really need to do is get better at getting better. Here are five tips to consider.

1. The sheer amount of data available to every
service desk is staggering, but this shouldn’t
make you wait to introduce improvements
or roll-up changes into bigger projects.
The important point is to wait long enough
to assess the impact of the improvement
before you implement the next one.
Let people experience the improvement,
so they can respond to the change, and
you can judge the change’s success.
Every service desk / help desk wants to
improve how it performs and delivers support.
We all want to get better, but what we really need to do is
get better at getting better. Here are 5 tips to consider.
The results of CSI are experienced the most at the service desk,
but CSI involves the whole IT department and those parts of
the business that interact with customers. You could have the
best service desk on Earth, but if the underlying organisation
isn’t aligned to the aims of CSI, you’re going to struggle to see
improvements.
“The service desk
is just one aspect
of service delivery.”
It’s not good enough to have the best service desk ever.
Improve the service desk by 1%, security by 1%, desktop
support by 1% and so on. All of these little improvements
will add up to a better experience for the customer, and
the whole will be greater than the parts.
“Don’t try to improve
1 thing 100%. Try to improve
100 things by 1%.”
“Be honest with the data.
Don’t take the easy
route.”
The problem with data is people can use it to
justify the decision they want. This is the easy
route out. Instead, marry data with information
about user experience and user pain. For example,
a key service desk metric could be First Time Fix,
with more than 70% of all issues fixed on the
first call. Meeting this service level is great, but
extrapolate it out. What makes up that 70%?
Are the issues being solved important to the
business? Do they make a real difference to
customer experience? Or, are they run-of-the-mill,
repeat issues?
“CSI doesn’t have to cost,
but you do have to invest.”
Service desks run a lot of surveys pertaining to
customer satisfaction. We’ve seen a survey in
which someone said, “It would be good if you
guys gave your name when you answered a call.”
This sounds like a minor point, but when
everyone on the service desk started to give
their name when answering a call, customer
satisfaction increased 8%. The cost to implement
this was zero, but the team needed to invest in
this opportunity.
“Don’t get analysis paralysis.”
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