Successful managers know, it is important to quickly build relationships and seek input from key help desk stakeholder groups to be successful. These key help desk stakeholder groups are your department’s leaders, the customers you support, the staff that report to you, and vendors you have contracts with. Managers must open and maintain lines of communication with stakeholder groups. Understanding the stakeholder group’s perspective of what is working and what is not, is very important for your team to continuously improve. If the stake holders do raise an issue of something not working correctly, they may not know the root cause of issues they raise. All items raised should be logged, researched, and your feedback timely returned. This will help you uncover real or perceived issues. For vendors it is important to be very familiar with the contract, contracted services and ensure you have processes in place to measure their performance.There are four important help desk stakeholder groups to build a long term relationship with.
Stakeholder Groups: Department leaders
Scheduling meetings with department leader is important for receiving feedback on the support provided by your help desk. Every department has their mission critical systems. Some of these systems are enterprise level systems used by multiple departments such as email, Internet and company portal. However, it is highly probable that each department may have a few unique systems that only they deem as mission critical. Examples of these department only mission critical systems might be, Human Resources and their employee database, Accounting and the General ledger, and Marketing and their Social Media systems. Understanding what the top 3 critical systems used by each department is critical in providing good timely support. It will also help you understand priority levels, outage notifications, and impacts to the company.
Stakeholder Groups: Executive Leadership
The executive leadership team reviews the help desk annual budget. A significant part of an average help desk expenses is salaries of staffing. Since a help desk is a cost and does not generate revenue, executive leaders typically review the budget for opportunities to reduce expenses. Help desk management must be able to provide justify staffing levels to meet or exceed expectations including the cost of salary amounts.
Stakeholder Groups: Customers
It does not matter if you provide support to internal employees or external users of your company’s products or services, you have customers. Ensuring your customers are satisfied by providing responsive technical support is your goal. If the customer’s support experience consistently fails to meet their expectations, your help desk will never be successful. To ensure your help desk is meeting or exceeding your customer’s expectations you must engage and communicate with them. Below are examples of what successful help desk managers do to engage and communicate with their customers.
- Customer surveys are sent to customers when their issue has been resolved.
- Scheduled meetings
- Technology fairs
- Interact with customers directly at every opportunity
Stakeholder Groups: Vendors
Successful help desk managers understand that a strong relationship with vendors is critical for success. Vendors work with many other companies and have a wealth of information about technology trends.