Better Service Desk Performance

Why choose IT service desk performance? It probably just boils down to the same things that drive reliability in service and support success in any organization.

If this is the case, why not take a service and support lesson from one of the world’s most successful business-to-consumer (B2C) organizations to see how it tackles this issue/opportunity?

After all, some of the best examples of success are copied every day, and every day brings in a hope full of opportunities so here is one;

Learning from an exemplar B2C success story

Let’s look at one of the most well-known brands in the world: eBay

A company founded by Pierre Omidyar, he built its success on four pillars that run throughout the organization:

  1. Customer centric
  2. Continuous performance enhancement
  3. Innovation
  4. Faster approach

It just so happens that these four pillars fit well with service desk operations, too. Let’s look at these pillars in more detail and see what our IT service desk operations can learn…

  1. Customer centric

Ultimately, your service desk users are the reason you do what you do, so put them at the heart of what you do. If something isn’t working for them then it isn’t working for you.

In 2018, a primary driver in creating a great service desk is to always make sure your end user’s – or customer’s – journey is as easiest as it can be. And when encouraging customers to use new service desk capabilities, such as self-service, ease of use has to be a key fact.

If not kept in mind, you’re likely lose customers because they won’t be compelled to use those services, thus rendering pointless all the hard work your team has put in trying to improve IT support operations.

  1. Continuous performance enhancement

Continuously improve your IT support services – and don’t let excuses, lulls in motivation, or other priorities take away from this goal. Making these services as usable as they can be is key to customer centricity and continuously offering the best IT support services possible.

This can also be applied to the way you organize your team, too. Constantly optimizing your operations not only improves services for your customer, but also helps make your life as a service desk member or leader easier.

  1. Innovation

Creating a culture of innovation is the hardest pillar to implement. You can’t simply flip a switch to generate the desired culture of an organization or an IT services desk. It takes time and a good deal of effort. Plus, culture requires buy in from all team members. So, needless to say, creating the right culture requires a longer, concerted, more detail-oriented effort.

However, if you’re able to build a culture of innovation, you’ll create a workplace that supports continuous optimization.

To help develop a culture of innovation, here are some points to consider:

  • Include your colleagues in strategy meetings, and provide them with a platform where they can share ideas of their own in a non-judgmental way
  • Create a platform for the free flow of ideas from anyone. In so doing, you’ll likely create a sense of inclusion for those within and served by your department
  • Put up a complaint portal where anyone can put some of their thoughts.

There are, of course, other ways to bring about a culture of innovation and if you would like more examples, then please let us know in the comments section and we’ll respond.

  1. Faster approach

Finally, attempt to build a faster service department.

Why? Because it takes the focus away from processes and usually helps make implementing the other three pillars discussed much easier.

In an overview of all, the four pillars in use by ebay also help to deliver an improved IT service desk operation. eBay is the world’s ninth-largest internet company by revenue offering its customer the relevance as well as authenticity of the brand name!

If it can bring such a strong impact in terms of success, in World full of B-Competitors then why not try it & improvise your existing business status?

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