If users have a terrible experience with the helpdesk, they will likely form a bad opinion of IT and/or the
Do you ever get up from inside the "store" of IT operations, go outside, and look in your store window? What is on the website home page? What impression does it give? What are you communicating? How are you communicating it? What are you not communicating that you might like people to know about IT?
What is it like to call in? What happens when you log a request online? or send an email?
Unless you've done these things personally, you have never looked in your own shop window.
Take a Shift
Take a Shift
If you haven't done this recently, (or ever), you need to. Youll learn both what its like to be on the support staff, (which will win you big points with your front-line employees), and youll get a direct view of peoples experiences then they call in.
You will learn way more in one shift about what is working and broken about your processes than you ever will from talking about it with your team. Do this at least once every six months.
Delete the Jargon
In a prior article IT Credibility Challenge #2 : Inconsistent View of IT performance I talked about the importance of letting the business name things. Nowhere is this more important than on the help desk, because that is the most visible, widely, and frequently used contact point with IT. IT organizations often present their help desk services in terms of the IT skills involved instead of what the business users are likely to be looking for. Examples are things like "
When requesting help for a problem, a user is not going to know if he needs help with "
It is critical that you don't project your IT labels for things out into the business. Take the time to get the list right, and make sure it's understandable to non-IT people by getting the business to help define and approve the names for IT services.
If the website, the email interface and the phone scripts have been developed separately, often the list of services or problem descriptions is different for each. This is particularly maddening to a business person who is trying to find what they need, and has to go someplace different than last time.
Assign someone to audit this, and once you have an official list, make sure it is used everywhere. The act of creating this consistency alone, will go a very long way to establishing IT's credibility and the perception of the level of service you are delivering.
Dont leave the content of your main IT website homepage and helpdesk interface to chance. This should be constructed/approved very intentionally (by you)not only to deliver service with a user friendly interface, but to show additional content, which serves to create a positive impression of IT for all who visit.