It happens to every CIO eventually. There’s a low grumbling across the organization. It gets mentioned at a few meetings. Other members of the organization take note of it. Then all of a sudden, the word on the street is…..
“The service desk isn’t performing.” (Okay, perhaps that is the family-friendly version…but you know what they’re saying.)
Whether it’s a lack of customer service, it’s taking too long to resolve issues, or there are slow response times, almost every CIO has heard complaints about the service desk.
Of course, no department in any organization runs flawlessly 100% of the time. And technology issues can be one of the most frustrating experiences for professionals (especially when they are not technologically-savvy people). So how can a CIO tell when there’s actually something wrong with the IT department?
In short, how can you tell that your service desk needs a tune-up? CIOs must have a plan to tackle service desk issues and they need to know the right way to do it.
Collect the Right Metrics
No matter how annoying complaints can be, complaints alone may not be enough to initiate a service desk tune-up. CIOs need to obtain the data on their service desks.
The most popular metrics for measuring service desk basics are:
- Speed to answer
- Number of contacts logged
- Average call abandon rate
- First-contact resolution rate
However, there are many different metrics you can use (and that your service desk tool might track!) but don’t get bogged down in measuring every possible metric. Identify the right ones for your organization and gather the data to determine where the service desk may be struggling from an execution, whether that is a drop-in service levels, decreased user satisfaction, or long resolution times.
It’s also smart to survey end users. This will help identify specific issues that might be plaguing your service desk. These surveys don’t have to be lengthy or complicated. You can simply ask if the user is happy yes or no. If the answer is no, then you can ask the user to elaborate (in their words – an open text box works well for this) or you can follow up afterward.
Of course, metrics only tell you part of the story. Once you have those metrics, you have to dig into each one to understand what’s not working and see the full story of your service desk.
- Is customer service lacking?
- Are your processes and procedures out of date or not implemented?
- Do you have insufficient staff to handle the volume of work?
- Is there a lack of qualified staff?
- Is there a lack of collaboration?
- Is there a separation of roles and responsibilities for different service channels?
- Are there proper escalation procedures?
- Are there adequate contact handling procedures?
- Is end-user support available when and how the end-user wants it?
- What is the user experience when interacting with the service desk?
Your metrics should give you insight into where the gaps are in your service desk. If they don’t, then it’s time to reevaluate what metrics should be tracked.
Once data has been gathered and it’s clear where the service desk currently stands, new goals can be set and communicated to the team. Be inclusive as these new goals are defined – include members of the service desk team as well as people from the user community to help define goals. Collaboratively set KPIs for each goal, establish timelines, milestones, and ideas for how each goal can be met.
Create a Service Catalog
If you don’t have a service catalog, now is the time to create one. Service catalogs can help organize resources, manage expectations, and identify inefficiencies. They also provide transparency between the IT organization and the rest of the business so that colleagues are better informed and equipped to take advantage of IT services.
It’s also important that someone owns the service catalog. Service catalogs are living documents. They are ever-evolving as new technology is purchased, new processes created, systems change, and business needs evolve. If you have an existing service catalog that is out-of-date, then take the time to review and update it.
Provide the Right Training
Often, the service desk technicians don’t know what they don’t know. They’re busy putting out fires or managing an issue until a more senior or skilled technician tech can jump in and resolve the issue. But how much time is this costing your organization? How much more could the organization accomplish if the senior staff was not having to assist as often they do?
Properly trained and enabled technicians to solve more issues without having to escalate up the chain. This results in faster resolution times and happier end users. According to MetricNet, companies that allocate more time to initial and ongoing training have higher first-contact resolution rates. Additionally, advanced or senior technicians can stay focused on larger initiatives.
Technicians can make or break a service desk. Invest in them by offering training courses and certifications.
Invest in Technology or Tools
Finally (and I do mean finally), after you’ve reviewed data, set goals, created or updated your service catalog and trained your team, you may want to consider upgrading your tools or technology. There is no shortage of fantastic service desk software out there and many of those tools can improve your service desk but only after you’ve diagnosed the problem and made adjustments to your team and your services.
Maintaining a service desk is not a one and done type of initiative. It requires consistent monitoring and improvements. While it’s not easy, giving your service desk a tune up is a worthy undertaking!Share