Join Fancy Mills-Knebel for an in-depth discussion in this video Process for building relationships, part of IT Service Desk: Management Fundamentals.
- Employee motivation is the individual desire…that they bring to work with them everyday.…Again, crafting your interview process…to look for internal or intrinsic motivation is key here.…Studies have shown that you can't really…motivate by fear or reward longterm.…The desire to succeed starts from within.…If employees aren't motivated, they won't be engaged,…and therefore not satisfied.…This is where retention and rewards come into play.…
Retention is defined as the organization's…ability to keep or retain their employees.…If a company has high turnover rates,…then your retention is low.…In the service desk industry,…you will have to research what has been…historically tracked for your organization,…but anything over 25% has been traditionally…viewed as high turnover.…This is where your rewards and recognitions programs…can help engage and retain employees.…But, just because you can have fun at work…and give away prizes doesn't mean you will keep…your employees motivated, engaged, and wanting to stay.…
So let's look at a few components that tie…
- What is a service desk?
- Understanding the different service desk models
- Staffing the service desk
- Training staff
- Mentoring and coaching
- Defining processes
- Reviewing technology, including telephony and management systems
- Measuring quality
- Building relationships
Skill Level Intermediate
Atlassian JIRA: Installing and Administeringwith Sandra Toner2h 58m Intermediate
1. What Is a Service Desk?
2. Service Desk: The People
3. Service Desk: The Processes
4. Service Desk: The Technology
5. Service Desk Quality
6. Building Relationships
Next steps1m 12s
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