Rightsizing Your Help Desk Team: Part 5

If you run a large, complex organization, attaining a high level of efficiency does not happen automatically. This requires a high level of planning on a regular basis. Every business expects maximum productivity from its employees, who can only do so much if the systems and tools they have to complete the work are not efficient. To benefit from a productive workforce, a few things need to be in place.

  • Standardized infrastructure – Different types of hardware, software, and operating systems will drive up the need for technical support and conflicts within the network. By standardizing on a common hardware protocol and operating system, you can reduce bottlenecks associated with technical issues and assure that everyone is on the same page when knowing how the system works.
  • IT Tools – Tools for remote software deployment, administration, and access help to minimize the demand for personalized assistance on every machine. With the right tools and an optimal number of support staff, most issues can be managed, addressed, and corrected from a remote location.
  • Measure performance – It is important to measure the performance of every department in your organization consistently. This will help see whether all systems are operating efficiently and if factors such as your help desk team size are appropriate. Addressing a series of variables from time to time will guide you in running an organization cost-effectively. Having the right sized technical team, for example, will ensure that any issues can be quickly corrected and employees can work productively.

With a more stable environment, fewer problems are encountered and employees can focus more on their own productivity. Too small a support staff places a technical burden on the entire organization. Productivity falls, because not just one employee is interrupted if there is a problem. They usually ask another co-worker for help, limiting their contribution to a current project. Managers and other personnel resources can get involved, scrambling to work around technical issues that could be handled quickly by a technician.

Addressing the Big Picture

It is not only important to have an appropriately sized help team. There should also be a standardized policy for end users and IT technicians to work together. Some examples include how to report failed backups, when to schedule backups and downtime, and policies on proper use of company computers. A lot more can be accomplished if everyone is on the same page.

Times when there are few problems and a highly stable work environment tend to be the most productive. A help team that focuses on technical issues instead of the actions of the end users is important too. The frustration of dealing with multiple issues, which can affect the coping ability of employees and further drive down their productivity, is reduced.

An enterprise is best able to see the full picture when a method of monitoring productivity is available. Records of help desk calls, call logs, response time, and downtime are just a few which help understand your potential limitations and how they can be addressed. An ultra-high efficient environment is only possible if you can adjust to changing demands and concentrate on the factors that directly impact productivity.

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