The Help Desk: Asset or Liability?

Helpdesks are definitely a corporate liability. They are a source of problems and a drain on resources.

Helpdesks are an important corporate asset. Helpdesk personnel touch our most precious assets (customers and users), and allow us to turn negative situations into positive experiences.

Depending upon who you ask you will find that helpdesks can be either an asset or a liability. Helpdesks are what companies make of them. Have you positioned your helpdesk to be a ‘helpless desk’? Or, have you positioned your helpdesk to perform as a valuable asset for your company? Perhaps your answer to the next question will help you decide.

What was the first thought that crossed your mind when you read the title of this article? Was it, ‘I’m not sure how our helpdesk is positioned’, ‘I hope this article leads me to a silver bullet to solve our helpdesk problems’, or was it, ‘Let me see what problems other companies are experiencing’?

Over the past fifteen years I have had opportunities to create, manage, evaluate and outsource companies’ helpdesks, call centers, and support desks. Chances are your company has either an internal helpdesk, an outsourced helpdesk, or at least is dependent upon a vendor’s or supplier’s helpdesk. No matter your initial thought, you should be encouraged by the fact you have managed to read to this point. The first step in solving a problem is admitting you have a problem (humorous intent).

Let’s face it. No matter what business you are in you are going to have problems. A friend of mine would say that “how a company delivers when things are good is not as important as how a company delivers when there are problems”. Just think how you feel when someone helps you solve a problem or find an answer to a question. This person has the opportunity to spin you from an angry or frustrated client (customer, user) to a satisfied client. They can also move a client from being satisfied to being a Raving Fan . That helpdesk employee has a lot of power!

A helpdesk can serve as a positive differentiator; for companies willing to manage a helpdesk as it would any other valuable asset. Managed improperly, a helpdesk can impact your bottom-line even more than your fiercest competitor. Companies often staff helpdesks with anyone who can warm a seat. That is a major reason for an annual turnover rate between 25% - 35% in helpdesk organizations. Properly managing a helpdesk requires a commitment to training. Training plays a large role in retaining employees as does avoiding overwork and burnout. New helpdesk employees typically receive between two and six weeks of training. This training often includes lessons in ‘soft’ skills. There are many other factors to consider when positioning a helpdesk as a valuable asset.

Twelve cornerstones for a solid helpdesk foundation:

1. Hire the right people
2. Pay your people what they are really worth (remember, these people are dealing with ‘troubled’ customers)
3. Train, train, and train
4. Provide the right tools (technology, documentation, clearly stated objectives …)
5. Focus on problem resolution, not just ‘fixes’
6. Schedule enough staff and do not ‘scrimp’
7. Offer short-term and long-term incentives
8. Resist managing only by statistics
9. Spend time meeting with your helpdesk staff
10. Create a fun environment where staff can relax (these positions can be stressful)
11. Include the helpdesk staff in career planning activities
12. Benchmark your helpdesk against Best Practice helpdesks

For those of you who began reading this article with the hope of finding a silver bullet; I’m sorry. But, I hope you did find a point or two you can use in your helpdesk environment.

Remember that your helpdesk will be whatever you make of it. Are you prepared to do what it will take to make your helpdesk a valuable corporate asset?

Copyright 2007 Gerke & Associates