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Why Service Desk Managers have the most Challenging Position in IT

February 26th, 2010

The job responsibility itself is demanding.  Managing the group that provides support to end user’s IT related service interruptions, as well as being the face of IT.

Below are some of the key reasons that make fulfilling this role challenging.

1.  Right Staffing!  How do you staff a team effectively when the volume of communications can fluctuate widely?  And the cause of fluctuations are beyond the Service Desk Manager’s control (i.e. outage, change gone bad, new rollout, etc.)?

2.  Higher Staff Turnover!  Service desk staff, compared to other IT staff, tend to turnover at a fast rate.  The primary reasons include burnout from constantly dealing with frustrated end users, as well as, staff using the service desk as a stepping stone to other IT areas.

3.  Unrealistic End User Expectations!  Despite the magnitude and complexity of technology, the end users expect, that regardless of the nature of their communication / situation, the service desk analyst should be able to resolve their issue immediately. Read more…

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