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