To all of the new Help Desk Coaches. Building a Help Desk from scratch can be challenging. Turning around a Help Desk team with performance issues may seem impossible. However assuming your role as Help Desk Coach with defined processes, positive direction, coaching and leadership you can succeed in building a world class support team delivering real value to the business. The investment of time, energy, and knowledge into Help Desk team building, support process development and customer service excellence can be a very rewarding journey.
My name is Wayne Schlicht and I am proud to be a Help Desk Coach. I have 20 plus years building and coaching successful Help Desks teams that focus on excellent customer service while delivering value to the business. Over the years I discovered that one of the biggest challenges facing Help Desk management attempting to introduce process improvements is the ever present statement “We’ve always done it this way, so why should we change how we are doing it?” The answer is to maximize Information Technology value to the business while minimizing unproductive waste. Waste is defined as any activity that consumes time, resources, or space but does not add any value to the product or service. Then as the Help Desk improves its processes, productive resources can be reallocated to new value-creating work. This allows the company to stay profitable and competitive in today’s marketplace.
As a Help Desk Coach, I designed this Build a Help Desk blog to share my knowledge, discuss Help Desk challenges, and to help visitors to continuously improve their Help Desk team. I like to research ideas by visiting Lean.org, Help Desk Institute, and ITIL. I invite you to ask questions or share your knowledge of the members of this site.