When it comes to measuring your IT Help Desk's effectiveness, we believe that we need to look at it 2 ways:
🛠️ Fixing issues
⚙️ Thinking through workflows
Traditionally, metrics only look at the first.
For the former, the more traditional metrics work well: how fast was the person able to solve a technical issue, how many times a user had to contact the Help Desk.
For the latter, a simple fix-it-quickly approach is not going to work: there, you need your consultant to be able to put themselves in the user's shoes, really understand what they are trying to accomplish, and be their problem-solving ally. This requires a very different type of skill set. It requires an operations expert. And it cannot be measured with the traditional Help Desk KPIs.
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