re-invigorating a tired service desk - john fahey, sti training

Re-invigorating a tired Service Desk

Material used is taken from our Service Desk Professional Two

and Service Desk Manager courses.

Presented by:

John Fahey FLPI

Stand No 720

www.sti-ltd.co.uk

STI Service Desk Survey 2015

• How vital are these elements to a successful desk?

Processes (Working Practices)

22%

Tools (S'ware etc)

13%

People (The Staff)

65%

Staleness

Performance

Length of Service

Staleness?

The Performance Cycle

Consciously

Ineffective

Consciously

Effective

Unconsciously

Effective

Unconsciously

Ineffective

Staleness Symptoms

• Passive service giving

• Lack of empathy/courtesy

• Details not routinely checked

• Customer expectations not properly set

• Teamwork lapses

• Timekeeping lapses

Causes of Staleness?

• Job challenge has diminished

• Job has become repetitive

• Nothing new to learn

• Morale low

• Lack of appreciation

• Individual often not aware

Individual Responsibilities

• Recognise but do accept staleness

• Assess habits, seek feedback

• Set personal goals, ask for criteria to succeed

• Recognise staleness as a bar to progress

• Sometimes best to move on

Some Management OptionsRecognition

– Publish praise from customers

– Employee of the week/month

• Money – bonuses, allowances, performance related pay?

• Progression – Trainee, Analyst, Senior Analyst, Specialist?

• Perks

– Project work

– Masterclasses

– Knowledge Base Administrator

– Participate in recruiting

– Responsible for new starter

A Winning Team

The sort of team I want to be associated with…..

“One that is totally prepared, hugely committed and massively excited about

playing. I like to be involved in things that are totally professional, that show a

desire to succeed and to be the best.

I like there to be a sense of never ending ambition and being involved with

people that not only put their hand up but go away and make it happen.”

Jonny Wilkinson - England Rugby Captain

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Re-invigorating a tired Service Desk

Material used is taken from our Service Desk Professional Two

and Service Desk Manager courses.

Presented by:

John Fahey FLPI

Stand No 720

www.sti-ltd.co.uk