1. Practical IT Research that Drives Measurable Results Manage Help Desk Staffing 1Info-Tech Research Group

2. Introduction Info-Tech Research Group2 Hiring the right help desk people in the correct quantity is challenging. Even more challenging is having to reduce help desk staff without impairing service delivery to the business. Whether you need to staff a new help desk, increase staffing in an existing help desk, or manage staff cuts, it’s important to hire and maintain resources that can handle your volume of incidents and requests. This solution set will: Help you determine your optimal help desk staffing ratio Guide you through the help desk staff selection process Outline best practices for staff reduction

3. Depending on the size and complexity of the organization, the help desk can be organized into three levels or tiers. Info-Tech Research Group3 Tier 1Tier 2Tier 3 Provides front-line support to inbound requests Conducts initial troubleshooting on a wide range of technology issues Escalates unresolved requests to higher tiers Receives requests escalated from tier 1 Works to resolve technology issues that require deeper knowledge and narrower expertise Identifies trends in incidents to support problem management Receives challenging requests escalated from tier 1 and 2 In most shops, tier 3 resources are not fully allocated to support functions Info-Tech client data shows that small shops with simple technology needs struggle to justify the cost associated with dedicated help desk staff. Small shops often handle incoming requests on an ad hoc basis, but IT is most effective with at least one dedicated tier 1 resource. Info-Tech Insight: By allocating resources to help desk according to the volume and complexity of IT issues, the tier structure enables highly skilled resources to dedicate their expertise to IT projects.

4. Info-Tech Research Group4 Established help desk centers with accurate historical data should start with the ‘gross staffing level’ method. Use Info-Tech’s “Help Desk Staffing Calculator.” This tool uses client data and industry standards to develop the ‘gross staffing level’ method.Help Desk Staffing Calculator Help desks with stable request volumes and consistent staffing numbers should use this tool to: – Determine the number of productive hours for help desk staff – Calculate the number of hours required to address annual help desk requests – Establish the optimal number of help desk staff required to handle annual requests

5. Attitude and behavioural skills are the most important criteria for selecting help desk staff. Info-Tech Research Group5 Interview TypeSample Questions 1.Technical skills interview. Help desk managers should use a scenario-based approach to test the candidate’s ability to drive a technology incident to closure. Ask candidates how they would troubleshoot an issue with e-mail connectivity. A strong candidate would know to explore the following areas: base network connectivity, the e-mail server, e-mail setup, as well as authentication, firewall, and security settings. 2.Behavior-based interview. HR directors should ask non-technical questions that identify fundamental behaviors found in a mature frontline professional. How do you handle an upset end user? Explain your troubleshooting and problem solving process. How would you handle problems you’ve never seen before? What do some users do that upsets you? How do you cope with this? Candidates should undergo a two-step interview process. You don’t hire a resume, you hire a person. The negative consequences of hiring a person with the wrong behavioral characteristics will far outlast any technical shortcomings they may have had coming in. Info-Tech Insight

6. When organizational staff cuts spill over to the help desk, overcutting tier 1 support will disrupt service and endanger projects. Info-Tech Research Group6 Help desks tasked with reducing staff should avoid removing unique skill sets whenever possible and focus on individuals and qualifications that are less valuable to the organization While it’s tempting, don’t overcut tier 1 staff because it will disrupt your ability to provide support in a timely manner and put more pressure on tier 2 and 3 resources Remove staff in tier 2 and 3 last to avoid losing specialized skills and endangering maintenance tasks and projects If outsourcing is an option, you may be able to remove some tasks and skills without negative impact on service delivery Cut staff with less valuable skill sets first Decrease staff in tier 2 & 3 last Outsource when appropriate For more direction, tune in to Info-Tech’s videocast, “Help Desk Cost Cutting: Think Before You Chop.”Help Desk Cost Cutting: Think Before You Chop

7. Summary Info-Tech Research Group7 The help desk can be organized into three key tiers of support to make optimal use of IT resources. Regardless of its tier structure, the help desk must have the capacity to handle all incidents and requests. In addition to having the right number of staff, your help desk must have staff with strong people skills, customer service experience, and the ability to develop technical expertise. To select the best candidates, evaluate both technical and behavioural skills during the interview process. Whenever appropriate, invite existing staff to support recruitment activities. When staff cuts become necessary, mitigate any negative repercussions to help desk service delivery with communication, automation, and self help resources.

8. Executive Summary Shops with advanced service needs dedicate staff with specific qualification Help desk must be staffed to handle all incidents and requests. It’s important to find the right staff to end user ratio. Getting the staff number right is important, but pay attention to attitude and qualifications, especially with tier 1 hires. Manage the impact of staff cuts with communication, automation, and self help resources. Info-Tech’s Help Desk Job Description Templates Info-Tech’s Help Desk Staffing Tools Other Resources for Erlang C Software Information on Help Desk Salary and Benefits Info-Tech’s Video Sessions on Help Desk Staff Cuts Info-Tech Research Group8 Additional Tools and Insight Included in Complete Report

9. Info-Tech Research Group9 Info-Tech Helps Professionals To: 1.Quickly get up to speed with new technologies 2.Make the right technology purchasing decision – fast 3.Deliver critical IT projects, on time and within budget 4.Manage business expectations 5.Justify IT spending and prove the value of IT 6.Train IT staff and effectively manage an IT department “Info-Tech helps me to be proactive instead of reactive – a cardinal rule in a stable and leading edge IT environment.” - ARCS Commercial Mortgage Co., LP “Info-Tech helps me to be proactive instead of reactive – a cardinal rule in a stable and leading edge IT environment.” - ARCS Commercial Mortgage Co., LP Sign up for a free trial to get practical solutions to your IT challenges. Sign up for a free trial www.infotech.com 1-888-670-8889