Taming the Help Desk

1
Taming the Help Desk
Geoffrey Sperl Wayne State University ac4434_at_wayne
.edu http//computing.wayne.edu/Help_Desk
2
tame tam

• (from the New Oxford American Dictionary, 2nd
  Edition and the Oxford American Writers
  Thesaurus)
• definition
• verb trans. (often be tamed)domesticate (an
  animal) wild rabbits can be kept in captivity
  and eventually tamed.
• make less powerful and easier to control the
  battle to tame inflation.
• cultivate (land or wilderness).
• synonyms
• 1 wild rabbits can be tamed DOMESTICATE, break,
  train, master, subdue.2 she learned to tame her
  emotions SUBDUE, curb, control, calm, master,
  moderate, overcome, discipline, suppress,
  repress, mellow, temper, soften, bridle, get a
  grip on informal lick.

3
Use four steps

• Plan
• Train
• Lead
• Review

4
Step 1 Plan
5
What are the staffs and your needs?

• What resources do you need?
• What does the organization need?
• What gaps can you fill (internal external)?

6
Step 2 Train
7
Training must start at hiring

• Good hiring processes are always step one to
  success.
• Treat the hiring process like they are applying
  for a real job.
• Actually read their application materials.
• Test the prospective employee at the outset to
  know what they can contribute.
• Determine if the prospective employee has the
  ability to work successfully within a service
  organization
• Set the organizations ground rules at the hiring.

8
Train using two prongs
Second Prong Dynamic instant messaging MBWA mento
ring observing/recording calls
First Prong Structured retreat ground
rules written processes written policies written
service levels written lists of supported products
9
Accept it You cant train for everything

• If a major unforeseen issue occurs, incorporate
  it into later training.
• If its not big, dont overcrowd the important
  training.
• Use knowledgebases to cover small training
  issues.

10
Step 3 Lead
11
Sure, its a dictatorship

• ...but it must be a participatory one.
• Encourage and solicit input and buy-in from your
  staff during decision-making processes
• Allow for, and accept, dissenting opinions, but
  make it known that there has to be sensible
  justification for you to change your decision.
• Have an Open Door policy and stick with it.

12
Its not who your boss is, but whose boss you are

• Your staff reflects your abilities as a leader
  both when they are complimented and when they are
  wrong.
• People look to their boss to be their leader.
  Lead them.

13
Step 4 Review
14
Are you meddling?

• Was the training you supplied insufficient?
• Are your standards unrealistic?
• Are your employees unable to meet the set
  standards?

15
Is everyone working optimally?

• Do you need to delegate more work to your staff?
• Do you need to add training?
• Do you need to reassign someone to another duty?
• Do you need to let go of an employee?

16
To Recap

• Wet hair, lather, rinse, repeat.
• Most forget to repeat - dont.

17
The End Thank You
Geoffrey Sperl Wayne State University ac4434_at_wayne
.edu http//computing.wayne.edu/Help_Desk