“Managing the productivity pressures of the I.T. service desk is a walk in the park! It’s never presented even the most remote challenges,” said no I.T. manager ever!
Ask around and what you’re likely to hear is something along the lines of, “Help desk productivity challenges are like a pressure cooker, full of testing and taxing daily activities.” These daily activities are ever increasing, change contantly, and require doing more with fewer resources. All the while, you must continue to efficiently ensure an exceptional experience for demanding customers. Managers are held increasingly accountable to stakeholders to deliver the expected results on-time and on-budget.
With the increasing pressures on an I.T. manager, the results are often an unproductive help desk with a frazzled and inefficient staff who is not delivering the results needed. They’re “spinning their wheels” and wasting their effort, their talent and everyone’s time.