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CHICAGO, Sept. 13, 2004 — HDI, the world’s biggest membership affiliation for IT provider and guide experts and the premier gentle skill certification physique for the industry; CompTIA, the Computing expertise trade association; and Microsoft Corp., the main company of technical competencies certification for the IT business, nowadays announced they are collaborating to advertise the advantages of combining their respective certifications. together, CompTIA’s A+® certification for pc service and support technicians, HDI’s customer aid professional (CSS) or support Desk Analyst (HDA) certification degrees, and the Microsoft®certified laptop assist Technician (MCDST) certification build on one one more to supply a perfect certification course for entry-stage IT service and help specialists, and may aid them enhance their profession course. The announcement turned into made at the HDI institution training experience held Sept. 13–17 on the Palmer apartment in Chicago.
In both small and large corporate environments, where workstation protection and troubleshooting are critical capabilities, guaranteeing that front-line help desk employees are educated and authorized in both technical and repair capabilities helps bring both faster decision times and a more robust stage of customer satisfaction. This aggregate of potential effects in better ROI for the corporation.
“as the biggest developer of vendor-neutral IT certification checks globally, CompTIA acknowledges very obviously the want for IT gurus to reveal their advantage and expertise through certification,” stated Bob Sartor, director, trade and customer courses, DHL guidance methods (Americas) Inc. and chair of the board of administrators, CompTIA. “We additionally recognize the expanding significance to universal company operations of nontechnical advantage equivalent to lively listening and the seize of expertise all over calls. through working with HDI and Microsoft to promote the benefits of our certifications, we are in a position to tremendously raise the capability of entrance-line technical support authorities to do their jobs on the optimum levels of efficiency.”
“With a large portion of the realm’s businesses running Microsoft application, MCDST is completely vital because it makes a speciality of aiding key technologies on the corporate laptop–chiefly, windows®XP and Microsoft office,” noted Al Valvano, supervisor of the gaining knowledge of certification program at Microsoft. “nonetheless it managers know that to without problems leverage their support desk’s talents and capabilities throughout the firm, they need to couple that potential of know-how with gentle advantage.”
“in order for the assist center to develop into greater strategic to the organization as a whole, it has to give exemplary provider on all tiers: from technical troubleshooting to showing empathy to clients. These skill units are incredibly complementary, so it made perfect experience for us to join with CompTIA in educating specialists and their employers about the need for both forms of certifications,” brought Ron Muns, CEO, HDI.
About CompTIA’s A+ Certification
The A+ Certification is a global trade credential that validates the capabilities of desktop carrier and support technicians who've an equal of 500 hours of fingers-on experience. most important hardware and software companies, distributors and VARs accept CompTIA A+ as the regular in foundation-degree, dealer-neutral certification for service and assist desk technicians. both exams that make up the certification cover a vast range of hardware and utility applied sciences, but aren't certain to any seller-selected products. The potential and knowledge measured by means of the CompTIA A+ assessments have been derived from an industrywide and global job task evaluation. so far, more than 600,000 individuals have bought CompTIA A+ certification.
About Microsoft’s MCDST Certification
The Microsoft licensed computing device support Technician (MCDST) credential helps set the competency stage of aid desk body of workers on the Microsoft home windows XP operating equipment and the functions that run on it via focusing on diagnosis and evaluation of conclusion-person incident requests. greater tips in regards to the MCDST may also be discovered at http://www.microsoft.com/researching/mcp/mcdst/ .
About HDI’s CSS and HDA Certifications
The HDI customer support expert (CSS) Certification is targeted to people wishing to qualify to work in a customer aid core/help desk ambiance. HDI-certified customer guide experts were verified to make sure they meet the required requisites for providing unsurpassed consumer provider. The HDI aid Desk Analyst (HDA) Certification practicing application offers aid desk and support middle experts with the equipment, strategies and knowledge to achieve success as entrance-line analysts, to leverage career development alternatives, and to understand the change between assist operations that basically feature as a company unit and those that make a favorable affect on the company as a whole. With HDI’s HDA Certification practicing, guide authorities are empowered to transform the assist operation from a cost middle into a productivity core that enhances the firm’s usual effectiveness. greater information about these classes and certifications will also be found at: http://www.thinkhdi.com/certification/individualCertification/ .
CompTIA is a global alternate association representing the business hobbies of the suggestions technology trade. For more than 22 years CompTIA has offered research, networking and partnering opportunities to its 20,000 individuals in 89 countries. The affiliation is concerned in developing requirements and most advantageous practices, and influencing the political, financial and academic arenas that have an effect on IT global. greater counsel is at www.comptia.org .
centered in 1975, Microsoft (Nasdaq “MSFT”) is the global chief in application, capabilities and solutions that support people and corporations know their full advantage.
HDI is the world’s biggest membership association for IT carrier and assist specialists and the premier certification body for the business. centered in 1989, HDI’s mission is to steer and promote the IT provider and guide industry by way of empowering its members through access to timely and positive industry guidance, together with studies and publications; encouraging member collaboration via events and on-line boards; and establishing internationally recognized, requirements-based mostly trade certification and practising classes. moreover membership, certification, and practising, HDI produces the highest-rated business experience, the HDI Annual convention and Expo, for provider and technical aid authorities. HDI is member-focused, and continues to be vendor-neutral in its efforts to facilitate open, unbiased networking and assistance sharing inside the association network. HDI has more than 7,500 individuals worldwide, (together with 90% of the Fortune 500), and more than 50 lively U.S. chapters. For greater assistance, seek advice from http://www.thinkhdi.com .
Microsoft and home windows are both registered logos or logos of Microsoft Corp. in the u.s. and/or other international locations.
The names of exact organizations and items outlined herein could be the emblems of their respective house owners.
observe to editors: if you have an interest in viewing additional information on Microsoft, please visit the Microsoft web page at http://www.microsoft.com/presspass/ on Microsoft’s corporate information pages. net hyperlinks, cellphone numbers and titles were correct at time of e-book, but can also for the reason that have changed. For additional information, journalists and analysts may additionally contact Microsoft’s rapid Response group or different acceptable contacts listed at http://www.microsoft.com/presspass/contactpr.asp .
"i assumed it changed into going to be one more waste of time," pointed out Boone of GATX supplier. "So I likely didn't go in with the top-quality options in intellect."
by means of the end of her three-day direction, Boone had changed her intellect. She observed the category exceeded her expectations, and he or she came away with knowledge she crucial to prevail in her new assist desk place.
Boone’s preliminary perceptions about, and supreme satisfaction with, the help Desk Analyst Boot Camp reflect those of TechRepublic member and former senior support desk analyst Angel Lopez, who took the direction through HDI. but while each Boone and Lopez had been subsequently completely satisfied with the classes, they did have some suggestions for future campers. Their suggestions and others from international support Desk capabilities president Steve Wetherall offer insight for assist professionals who want to get essentially the most out of the help desk boot camp adventure.
more about HDIHDI created the boot camp for americans who provide customer guide on the support desk, together with aid desk managers. The direction compresses what would primarily be two classes—both-day customer service expert course and the three-day support Desk Analyst route—into three lesson-packed days. besides helping worker's polish their expertise, the classes prepare americans for HDI's customer guide expert (CSS) and aid Desk Analyst (HDA) certification checks.
in regards to the curriculumHeading into the path, college students can predict to take heed to and critique case experiences and real-world examples as a way to enhanced take into account the roles, responsibilities, pleasing challenges, and appropriate attitudes of support desk laborers. via brainstorming and position-playing, college students learn the way to show round probably unstable client interactions via effective listening. They also gain knowledge of strategic methods for taking control of the condition and resolving purchasers’ problems. college students be trained the warning indications of doubtless explosive cases, a way to address such calls, and when to boost them.
On the technical aspect, the boot camp offers an outline of support desk tools and computer and community know-how attention. For managers, HDI promises participants will be taught the simple competencies for administering the a lot of facets of the guide core, comparable to methods, assets, resources, and safety.
Attendees' likesTo a very good extent, the direction delivered on its guarantees for Boone and Lopez. They both observed the course didn’t always offer them new advantage, however it bolstered surest practices.
"usually in case you're on the assist desk getting bombarded by way of calls, you are inclined to neglect the stuff you understand," Lopez spoke of.
Lopez noted that group interactions supplied pointers about technical solutions. These solutions enable support desk people to song a heritage for machines and users that might have ongoing problems. other classes he realized had been:
She referred to a pivotal discussion about provider degree agreements (SLAs) specially caught with her. although her company doesn't use SLAs for the help desk, she discovered the magnitude of figuring out customer expectations.
"a lot of issues come when a consumer thinks that their issue should still take a certain quantity of time when they actually don't understand the extent of the problem and the work that goes into resolving it in a well timed manner," she mentioned.
notwithstanding help desks might also not have SLAs, which define in black and white how lengthy it takes to unravel customer concerns, purchasers still have high expectations that problems could be fastened right away, whether or no longer they may also be. This perception helped Boone take into account the value of environment and assembly within your budget consumer expectations.
choosing the right trainerA variety of HDI approved practising partners present the path, equivalent to support Desk solutions, international aid Desk functions, Inc., and WaveTech. expenditures for the course latitude from $1,095 to $1,495, as a result of training partners can set their own expenses. HDI individuals can keep an additional $100 on the rate of the lessons.
however looking by way of fee can also no longer be the optimum method, spoke of world's Wetherall. The first-rate of the courses, along with their expenditures, can vary considerably in accordance with the stage of true-world event the instructors can offer students. For that cause, Wetherall advised that students investigate instructors just before the course.
Some training organizations, such as global support Desk services, consist of instructor bios and pictures on their internet sites. but when that is not an choice, college students can mobile the practising business and ask to speak to instructors directly, referred to Wetherall.
He recommends that you ask in regards to the instructor’s stage of journey on the assist desk as well as where the teacher has taught. If the teacher has carried out classes in exactly one metropolis or for only one chapter of the HDI's membership, he or she may be much less suggested about help desk concerns than those who've taught in different locales, in response to Wetherall.
category dimension and the degree of scholar participation can also affect scholar delight, stated Boone and Lopez. Boone, for instance, mentioned her classification had most effective three americans, decreasing the quantity of knowledge sharing that might go on with scholar peers. in addition, if the attendees come from many different businesses or industries, they may additionally present insights into divergent help desk practices and methods, stated Lopez.
Wetherall observed that for some college students, although, small classification dimension generally is a improvement. as an example, if a student wanted to focus on a specific problem, comparable to client forms, service levels, or metrics calculations, small classes present students more possibility to engage at once with the teacher. Wetherall counseled that individuals involved about type size or student demographics call the instructor before the class starts to inquire about the variety of students and the direction cloth covered.
typical opinionsLopez mentioned that he wished there had been extra genuine function-enjoying right through his direction. even though his class listened to taped aid desk/customer conversations, he observed he become left looking extra. additionally, Lopez stated there weren’t ample opportunities to network with other assist desk laborers. type time changed into scheduled so tightly that college students may share additional box talents handiest right through brief breaks or lunches, when individuals were often absorbed with checking e mail and making telephone calls, he noted.
regardless of these minor disappointments, both Boone and Lopez earned a certificate of participation for the course, and Lopez went on to get a aid desk analyst certification from a Thomson Prometric trying out core. each mentioned they would recommend the boot camp to others.
"It opens up your eyes and helps you consider the different side [of help desk issues],” Lopez mentioned.
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CHICAGO, Sept. 13, 2004 — HDI, the world’s largest membership association for IT service and support professionals and the premier soft skill certification body for the industry; CompTIA, the Computing Technology Industry Association; and Microsoft Corp., the leading provider of technical skills certification for the IT Industry, today announced they are collaborating to promote the advantages of combining their respective certifications. Together, CompTIA’s A+® certification for PC service and support technicians, HDI’s Customer Support Specialist (CSS) or Help Desk Analyst (HDA) certification levels, and the Microsoft®Certified Desktop Support Technician (MCDST) certification build on one another to provide a perfect certification path for entry-level IT service and support professionals, and will help them enhance their career path. The announcement was made at the HDI University training event held Sept. 13–17 at the Palmer House in Chicago.
In both small and large corporate environments, where PC maintenance and troubleshooting are critical skills, ensuring that front-line help desk employees are trained and certified in both technical and service skills helps deliver both faster resolution times and a higher level of customer satisfaction. This combination of skills results in improved ROI for the organization.
“As the largest developer of vendor-neutral IT certification exams globally, CompTIA recognizes very clearly the need for IT professionals to demonstrate their knowledge and skills through certification,” said Bob Sartor, director, Industry and Customer Programs, DHL Information Systems (Americas) Inc. and chair of the board of directors, CompTIA. “We also recognize the increasing importance to overall business operations of nontechnical skills such as active listening and the capture of knowledge during calls. By working with HDI and Microsoft to promote the benefits of our certifications, we are able to greatly enhance the ability of front-line technical support professionals to do their jobs at the highest levels of efficiency.”
“With a large portion of the world’s companies running Microsoft software, MCDST is absolutely critical because it focuses on supporting key technologies on the corporate desktop–specifically, Windows®XP and Microsoft Office,” said Al Valvano, manager of the Learning certification program at Microsoft. “But IT managers know that to effectively leverage their help desk’s knowledge and skills across the organization, they need to couple that knowledge of technology with soft skills.”
“In order for the support center to become more strategic to the organization as a whole, it has to provide exemplary service on all levels: from technical troubleshooting to showing empathy to customers. These skill sets are highly complementary, so it made perfect sense for us to join with CompTIA in educating professionals and their employers about the need for both types of certifications,” added Ron Muns, CEO, HDI.
About CompTIA’s A+ Certification
The A+ Certification is a global industry credential that validates the knowledge of computer service and support technicians who have an equivalent of 500 hours of hands-on experience. Major hardware and software vendors, distributors and VARs accept CompTIA A+ as the standard in foundation-level, vendor-neutral certification for service and help desk technicians. The two exams that make up the certification cover a broad range of hardware and software technologies, but are not bound to any vendor-specific products. The skills and knowledge measured by the CompTIA A+ exams were derived from an industrywide and worldwide job task analysis. To date, more than 600,000 individuals have obtained CompTIA A+ certification.
About Microsoft’s MCDST Certification
The Microsoft Certified Desktop Support Technician (MCDST) credential helps set the competency level of help desk staff on the Microsoft Windows XP operating system and the applications that run on it by focusing on diagnosis and assessment of end-user incident requests. More information about the MCDST can be found at http://www.microsoft.com/learning/mcp/mcdst/ .
About HDI’s CSS and HDA Certifications
The HDI Customer Support Specialist (CSS) Certification is targeted to individuals wishing to qualify to work in a customer support center/help desk environment. HDI-certified Customer Support Specialists have been tested to ensure they meet the required standards for providing unsurpassed customer service. The HDI Help Desk Analyst (HDA) Certification training program provides help desk and support center professionals with the tools, techniques and skills to achieve success as front-line analysts, to leverage career development opportunities, and to understand the difference between support operations that merely function as a business unit and those that make a positive impact on the organization as a whole. With HDI’s HDA Certification training, support professionals are empowered to transform the support operation from a cost center into a productivity center that enhances the organization’s overall effectiveness. More information about these courses and certifications can be found at: http://www.thinkhdi.com/certification/individualCertification/ .
CompTIA is a global trade association representing the business interests of the information technology industry. For more than 22 years CompTIA has provided research, networking and partnering opportunities to its 20,000 members in 89 countries. The association is involved in developing standards and best practices, and influencing the political, economic and educational arenas that impact IT worldwide. More information is at www.comptia.org .
Founded in 1975, Microsoft (Nasdaq “MSFT”) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential.
HDI is the world’s largest membership association for IT service and support professionals and the premier certification body for the industry. Founded in 1989, HDI’s mission is to lead and promote the IT service and support industry by empowering its members through access to timely and valuable industry information, including reports and publications; encouraging member collaboration through events and online forums; and establishing internationally recognized, standards-based industry certification and training programs. In addition to membership, certification, and training, HDI produces the highest-rated industry event, the HDI Annual Conference and Expo, for service and technical support professionals. HDI is member-focused, and remains vendor-neutral in its efforts to facilitate open, independent networking and information sharing within the association network. HDI has more than 7,500 members worldwide, (including 90% of the Fortune 500), and more than 50 active U.S. chapters. For more information, visit http://www.thinkhdi.com .
Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corp. in the United States and/or other countries.
The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
Note to editors: If you are interested in viewing additional information on Microsoft, please visit the Microsoft Web page at http://www.microsoft.com/presspass/ on Microsoft’s corporate information pages. Web links, telephone numbers and titles were correct at time of publication, but may since have changed. For additional assistance, journalists and analysts may contact Microsoft’s Rapid Response Team or other appropriate contacts listed at http://www.microsoft.com/presspass/contactpr.asp .
"I thought it was going to be another waste of time," said Boone of GATX Corporation. "So I probably didn't go in with the best thoughts in mind."
By the end of her three-day course, Boone had changed her mind. She said the class exceeded her expectations, and she came away with skills she needed to succeed in her new help desk position.
Boone’s initial perceptions about, and ultimate satisfaction with, the Help Desk Analyst Boot Camp mirror those of TechRepublic member and former senior help desk analyst Angel Lopez, who took the course through HDI. But while both Boone and Lopez were ultimately pleased with the courses, they did have some advice for future campers. Their tips and others from Global Help Desk Services president Steve Wetherall offer insight for support pros who want to get the most out of the help desk boot camp experience.
More about HDIHDI created the boot camp for people who provide customer support on the help desk, including help desk managers. The course compresses what would ordinarily be two courses—the two-day Customer Service Specialist course and the three-day Help Desk Analyst course—into three lesson-packed days. In addition to helping workers polish their skills, the courses prepare people for HDI's Customer Support Specialist (CSS) and Help Desk Analyst (HDA) certification tests.
About the curriculumHeading into the course, students can expect to listen to and critique case studies and real-world examples in an effort to better understand the roles, responsibilities, unique challenges, and appropriate attitudes of help desk workers. Through brainstorming and role-playing, students learn how to turn around potentially volatile customer interactions through effective listening. They also learn strategic methods for taking control of the situation and resolving clients’ problems. Students learn the warning signs of potentially explosive situations, how to handle such calls, and when to escalate them.
On the technical side, the boot camp offers an overview of help desk tools and computer and network technology awareness. For managers, HDI promises participants will learn the essential skills for administering the various aspects of the support center, such as processes, assets, resources, and security.
Attendees' likesTo a great extent, the course delivered on its promises for Boone and Lopez. They both said the course didn’t necessarily offer them new knowledge, but it reinforced best practices.
"Usually when you're on the help desk getting bombarded by calls, you tend to forget the stuff you know," Lopez said.
Lopez said that group interactions provided pointers about technical solutions. These solutions allow help desk workers to track a history for machines and users that might have ongoing problems. Other lessons he learned were:
She said a pivotal discussion about service level agreements (SLAs) particularly stuck with her. Although her company doesn't use SLAs for the help desk, she discovered the importance of understanding customer expectations.
"A lot of problems come when a customer thinks that their problem should take a certain amount of time when they really don't understand the extent of the problem and the work that goes into resolving it in a timely manner," she said.
Though help desks may not have SLAs, which define in black and white how long it takes to resolve customer issues, customers still have high expectations that problems will be fixed quickly, whether or not they can be. This insight helped Boone understand the importance of setting and meeting reasonable customer expectations.
Selecting the right trainerA number of HDI authorized training partners offer the course, such as Help Desk Solutions, Global Help Desk Services, Inc., and WaveTech. Prices for the course range from $1,095 to $1,495, because training partners can set their own prices. HDI members can save an additional $100 on the price of the courses.
But shopping by price may not be the best strategy, said Global's Wetherall. The quality of the courses, along with their prices, can vary considerably based on the level of real-world experience the instructors can offer students. For that reason, Wetherall recommended that students investigate instructors prior to the course.
Some training companies, such as Global Help Desk Services, include instructor bios and photos on their Web sites. But if that's not an option, students can phone the training company and ask to speak to instructors directly, said Wetherall.
He recommends that you ask about the instructor’s level of experience on the help desk as well as where the instructor has taught. If the instructor has conducted classes in only one city or for only one chapter of the HDI's membership, he or she might be less informed about help desk issues than those who've taught in other locales, according to Wetherall.
Class size and the level of student participation can also affect student satisfaction, noted Boone and Lopez. Boone, for example, said her class had only three people, reducing the amount of knowledge sharing that could go on with student peers. In addition, if the attendees come from many different companies or industries, they may offer insights into divergent help desk practices and processes, said Lopez.
Wetherall said that for some students, though, small class size could be a benefit. For example, if a student wanted to focus on a particular problem, such as customer types, service levels, or metrics calculations, small classes offer students more opportunity to interact directly with the instructor. Wetherall recommended that people concerned about class size or student demographics call the instructor before the class starts to inquire about the number of students and the course material covered.
Overall opinionsLopez said that he wished there had been more actual role-playing during his course. Though his class listened to taped help desk/client conversations, he said he was left wanting more. In addition, Lopez said there weren’t enough opportunities to network with other help desk workers. Class time was scheduled so tightly that students could share additional field knowledge only during short breaks or lunches, when people were often absorbed with checking e-mail and making phone calls, he said.
Despite these minor disappointments, both Boone and Lopez earned a certificate of participation for the course, and Lopez went on to get a help desk analyst certification from a Thomson Prometric testing center. Both said they would recommend the boot camp to others.
"It opens up your eyes and helps you understand the other side [of help desk issues],” Lopez said.
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In a way, Don Boylan misses being a smoker. Boylan, one of 15 people on Schering-Plough Corp.'s help desk in Memphis, Tenn., used to rely on outdoor cigarette breaks to manage his help desk stress. Now that he has quit smoking, he has to make it a point to get up and walk away from the phones when he feels stress building up. "If I don't have a call coming in, I walk around and get some jelly beans," says Boylan, who has worked help desks for 14 years at several companies.Finding ways to relieve help desk staff stress is a constant challenge for service and support managers. "If you can keep people engaged and motivated, [it] helps them give good support to your customers. If they're stressed out, they're not giving good service," according to Ron Muns, founder of the Help Desk Institute in Colorado Springs, Colo. But providing good service is only one benefit to keeping stress levels low on the help desk. HDI estimates that the help desk turnover rate for 2000 is 35%, and its 1999-2000 Best Practices Survey found that 46% of service and support managers surveyed consider turnover a moderate to serious issue. Muns says, "Burnout and turnover [are] the most significant issue[s] for the support services industry." https://o1.qnsr.com/log/p.gif?;n=203;c=204660774;s=9478;x=7936;f=201812281339040;u=j;z=TIMESTAMP;a=20403972;e=i Help Desks Were Asked: Estimate the average number of service requests (inquiries, problem calls, etc.) your help desk or comparable support function receives per month. Include all types (phone, e-mail, fax, walk-in, etc.)
Source: Help Desk Institute, "1999-2000 Best Practices Survey"Beating Burnout Mavis Strebler, a Buchanan Associates consultant who manages the help desk at Bell Helicopter Textron Inc., in Hurst, Texas, understands what is behind such statistics. Strebler knows that many factors contribute to burnout and high turnover rates on the help desk. She says help desk staff members are under constant pressure, deal with agitated callers, and get little respect from those they help. The fact that they do monotonous work that offers low pay and limited career advancement creates problems, too. HDI's survey found that 48% of the help desk staff surveyed work on the telephone more than 80% of the time. It is a situation designed to create stress. "Not too many people want to sit on the phone all day," says Strebler. "You're also dealing with irate callers sometimes, and some help desk people absorb the callers' frustration, and that can build up." Strebler, who came to Bell Helicopter Textron two years ago when its 12-person help desk was suffering high turnover, lots of user complaints, and a backlog of calls, took dramatic steps to increase employee satisfaction on the job. She changed the way Bell Helicopter's support staff worked. When she came to the company there were two groups providing support--help desk and desktop. While the help desk staff was tied to the phone, the desktop staff was sent to fix problems in person. To improve job satisfaction for the entire group, Strebler first combined the groups and then began rotating staff on and off the help desk. With the new rotation, the combined group spent half its day on the phone and half its day solving problems in person. Aside from making the job more interesting, Strebler found that providing hands-on support experience to staff that once worked exclusively on the phone improved their problem solving when they rotated back to the phone. She says phone workers find solving problems face-to-face less stressful because "People are generally nice to you in person. You get more positive feedback, and they're more likely to write letters of appreciation." Strebler introduced another rotation to the group. She moved employees into leadership roles for months at a time. "Every two months I switch the lead positions among the more experienced people," she says. "They don't get any more money for it, but they get the variety and they gain some management experience." Expanding the roles of Bell Helicopter Textron's help desk staff seems to have improved job retention, too. Strebler says only three people have left the help desk since she began making changes two years ago.
Keep Things CoolWhile changing the way a support staff works can reduce help desk stress, where it works also plays an important role. Help desk managers at Schering-Plough Corp. recognized that having help desk workers toil away in a drab room under the glare of harsh fluorescent lights contributed to help desk stress. "We've tried to make the environment as pleasing as possible," says Patty Kani, manager of support services. "They [help desk workers] like low-lighting, so we just use task lighting and no overhead lights. It makes a calmer atmosphere. We also have a refrigerator and coffee machine close by, and we encourage help desk workers to eat and drink at their desk. Spills are no big deal." At least one of the support staff agrees. The mellow atmosphere helps to diffuse the natural tension of the job, says Boylan, who has worked at Schering-Plough for six years. "It's a hushed environment, and it reduces the stress," he says. "It helps. It really does." Aside from low lights and comfortable surroundings, the managers of Schering-Plough's help desk also try to make it a fun place to work. "We sometimes buy toys," says Kani. And according to her, the biggest hit on the help desk is the "Jibber Jabber," a small rubber doll that squawks like a crazed chicken when you shake it. "We tell our employees to shake the doll when they really want to ring the neck of an impatient caller," laughs Kani. Games have a place at the Schering-Plough help desk, too. There's a dartboard on one wall and a putting green in the aisle. "We don't encourage them to put photos of callers on the dart board," says Kani. Once managers gave everyone on the help desk oversized boxing gloves so they could pummel the company punching bag to relieve stress. At a Glance: Schering-Plough Corp. The company: Schering-Plough is an international pharmaceutical and healthcare products company based in Kenilworth, N.J. Its help desk staff is located in Memphis, TN. The problem: Schering-Plough's support group, 15 help desk professionals answering 500 calls a day, is constantly threatened with high employee burnout and turnover. The solution: Corporate strategies focused on offering better-than-average pay, great benefits, and a fun, comfortable environment to its help desk workers. With the introduction of games, such as a dartboard and a putting green, stress levels are down, and the result has been lower turnover. Five of its 15 help desk professionals have been with the company for 20 years or more. The IT infrastructure: Schering-Plough has a multi-site Novell 4.0 WAN environment (around 200 servers) dedicated to disk storage and printer sharing. Its Windows NT WAN (about 100 servers) serves e-mail, shared databases, and Web access to approximately 12,000 employees located in offices in Tennessee and New Jersey, while providing the same services for 1,000 remote workers in the field. The future: The company hopes to maintain its record low employee turnover rate by continuing to provide help desk workers with time away from the phones, employee appreciation days, improved benefits, and a relaxed atmosphere. Reward Valued Workers It takes more than changing job roles and enhancing the workplace to achieve a satisfied, stress-free help desk staff. Terry Allen, president of the Help Desk Institute's Dallas/Fort Worth chapter, says many companies are making strides in improving conditions on the help desk, but there's still a long way to go. Allen often hears familiar complaints. "Some companies have good employee satisfaction programs," he says. "But the vast majority of help desks aren't treated as well." Allen, a consultant who advises companies on how to build effective help desks, says employee recognition is a key factor in improving job satisfaction. He sees that some companies now make it a point to let help desk workers know they are appreciated by sending company officers, such as vice presidents, to meet with the staff . There are other ways to show help desk workers they are valued. For instance, Schering-Plough's help desk was awarded special recognition during a customer service week. "The theme of the week is to let the staff know they are appreciated," Kani says. In addition, the company catered lunch for the help desk, brought in a popcorn machine, and purchased gifts for the staff. "Recognition is so important," says Allen. "It's not just about money." But money obviously affects job satisfaction. Help desk salaries rank near the bottom of contemporary IT pay scales. The average salary for a help desk employee is $48,000 per year. What's more, the average rate for independent contractors on the help desk is $23 per hour, according to EarthWeb's recent salary survey of help desk professionals. Schering-Plough addresses this issue, and achieves a low help desk turnover rate, by offering its support staff salaries that are about 20% higher than regional averages, according to Kani. She says the company also offers good benefits, profit sharing, retirement plans, and free pharmaceutical products.
Breaking Old HabitsDeveloping corporate strategies for reducing help desk stress certainly helps, but ultimately workers need to learn to develop and use their own strategies for relieving stress, according to Boylan. It's a topic he knows something about. Lessons learned about help desk management Although the typical help desk is a high-stress, under-valued place to work, managers can take steps to boost morale, improve job satisfaction, and cut down on employee turnover. Here are a few tips from managers and consultants who know how to keep a help desk happy:
Certification programs for help desk professionals are on the rise
One clear route to career development and training is certification. Technical certification often benefits IT professionals with good jobs, high pay, secure employment, and solid skills. And IT employers value certification because it is a sign of technical proficiency.Although certification for all IT professionals is becoming more important, it is not yet essential that help desk professionals become certified. But help desk professionals stand to gain many of the same benefits certification brings to other IT pros. That's why interest in help desk certification is rising, according to Anne Martinez, who runs EarthWeb's GoCertify site (www.gocertify.com). Today, help desk certification programs are being offered by several organizations, including HelpDesk2000 (www.helpdesk2000.org), Help Desk Institute (www.hdi.com) and Computer Associates. Here is what is available: From Help Desk 2000:
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