A methodical approach to building the happy service desk

Presented by

Jendra John Xavier, Marketing Analyst, ManageEngine

About this talk

Usually, IT leaders and managers focus on multiple KPIs and dashboards to gauge the productivity of their service team and the effectiveness of their service desk operations. But, sadly enough, the most human KPI—the happiness of the team—often gets overlooked in the grand scheme of things. Additionally, a lack of a proper methodology to quantify the happiness of the service desk team adds to the problem. In this session, we will look at a simple happiness index that you can use to gauge your team's state of mind as well as some ways you can make your service desk a better place for your entire business. Key takeaways: - Gauge the happiness index of your service desk team with realistic parameters. - Understand how you can improve the quality of life for your technicians with useful features and technology. - Explore the power of hyper-granular personalization to improve service desk experiences across the board.
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit www.servicedeskinsitute.com