Stop Helping, Start Servicing
A Story of IT Helpdesk Transformation
Last year, we deployed a new IT request/ticket system which, in turn, became a catalyst event to reshape and rebrand our internal employee IT Helpdesk. The transformation included a full rebranding to 'IT Service Desk' inclusive of job description updates, employee communication, team mission statement, service level creation and more.
So what’s in a name, and why does this matter? I personally feel that the word ‘service’ raises the bar and expectations our employees should have of IT. Service is not a transactional event. Service is a constant philosophy focused on consistent delivery of high value. Over the years, the notion of the helpdesk has worked its way into mainstream comedy. Who remembers Nick Burns the IT guy from SNL? That rude, nerdy stereotype is one that IT professionals need to steer clear of.
The transformation and approach we took can be easily replicated in any customer service focused organization or department. The result has created a new high quality internal IT service department delivering smart and reliable solutions as well as a continuous positive technology experience.
Smart means we:
- Communicate well with each other and our stakeholders to understand the true business needs for technology
- Proactively look for innovative ways to improve experiences, connect systems, share information and educate our users
- Frequently talk with our employees to understand how we can continuously improve
- Regularly review metrics and check our results against expectations
- Research ways to boost productivity and minimize errors through automation
- Think outside of the box
- Keep it simple
Reliable means we:
- Commit to defining and maintaining Service Level Agreements
- Make every effort to structure hardware, software and systems in such a way that it'll be available when needed
- Proactively monitor our environment to address situations before it becomes a problem
- Find the root cause for issues and solve at the source
- Resolve incidents as quickly as possible ideally with first-call resolution
- Be accessible through multiple communication channels
And most of all...
Positive means we:
- Empathize with our users, recognizing their situation when something isn't working as planned
- Help our employees navigate their technology needs with professionalism and patience
- Ensure our employees feel comfortable sharing their technology needs big or small
- Strive to be friendly and personable in our interactions
- Support our fellow teammates in a positive and uplifting way, especially in times of stress or difficulty
To learn more on how to improve your company’s customer service, contact a member of the ‘A’ Team.
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