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Improving Operations in a Small Helpdesk System?
El Presidente asks: "I'm the department head of a small IT helpdesk in a not-quite-so-small business. The department's small in the sense that (a) there's only three people (including me), and (b) not only do we do helpdesk, but develop all the in-house systems, build our own servers, and more. We're supposed to log every helpdesk call that comes in (we've previously developed our own software for this), log notes on each call, and log the resolution. However, although I do set a good example by logging (most!) of my calls, the other two don't, even though I've asked them to do so numerous times. Although they do the job well, this is the one area that is letting the department down, and now management wants full stats on what we do every day, so obviously a full helpdesk log for each day would go a long way to prove what we do (or don't do). I don't want to come down on them with the Big Iron Fist (tm) and check up on them every few minutes, because I've got my own work to do. How can I actually get them to buy into logging calls, and not 'forget' or be 'too busy' to log things properly?"
How can I actually get them to buy into logging calls, and not 'forget' or be 'too busy' to log things properly?
There's a time to be a buddy, and there's a time to be a boss.
You put to them, in plain terms: They will log their calls or you will find people who can follow simple instructions. Yes, it's a Big Damn Hammer(TM), and they may resent you for it in the short term; but your ass is on the line to get your helpdesk in order the way the company expects you to run it.
!#@%*)anks for hanging up the phone, dear.
Two things from my prior helpdesk experience:
1) Typically, the reason management wants statistics on helpdesk call volume is so they can make staffing decisions. I was not management at the time, but was at the same tier as helpdesk management when I was asked to compile statistics for average call volume by hour. Two weeks before Christmas, management cut helpdesk staffing hours by something on the order of 25%. We managed not to fire anyone, but they certainly weren't happy. After that, we saw a significant increase in calls logged. When the employees were faced with the real consequences of not demonstrating their workload, they decided that logging calls was a better alternative to not having jobs.
2) One way to increase logging numbers is by making certain simple helpdesk tasks self-logging. For example, when a client wants their password changed, it's tempting for the helpdesk consultant to just change the password without ever opening a ticket. Why not write the password change utility so that it automatically opens a ticket, provides some minimal level of notes, and then presents this to the consultant? If you can make ticket tracking easier to do than to not do, people are more likely to do it. Don't make the logging process completely invisible to the consultant, though--the idea is to integrate these steps with their workflow so that they get used to doing them, not to hide them altogether. One presumes that for the more difficult problems, consultants are opening tickets, anyway.
Just two ideas.
Yes, good point, dont forget to nail a kitten to a board and strangle it in front of them too. Dont kill it, just let it pass out... and stangle it again after you poke it in the eyes with needles to wake it. Keep repeating this until one of the weaker employees cry (it may take a while or require multiple kittens if they are used to abusive callers), then lock the kitten in a dark box with no food or water, leave it close enough to thier work area that they can always hear the muffled crying. The key is to let them know there will be alot of pain but no death, morale and productivity will sky rocket. You will most likly get a bonus when the CxO's get news of your "Balanced Kitten Card (tm)" management methodology. The kitten will make for great holiday cards too, remind them again and again at easter etc., 1 kitten can go a long way. If that doesnt work, just shoot them in the face.
Best Regards & Happy Holidays,
Dick Cheney