Recently a help desk manager who manages a service desk for a medical complex was bemoaning the complexity of triaging and prioritizing calls.
Although the organization has clear criteria for prioritizing support according to issue, the same nagging problem remains — the prioritization simply doesn’t take into account the pecking order of the organization, and prioritizing the criticality of support almost needs to be done on a case by case basis, not by a system.
This manager had to choose between prioritizing support for an issue that could impact the efficiency of patient care, while denying support (for a short time) to a key ego in the administrative office of the medical center.
The manager chose patient care as the priority. However, now he has been called into the administrative office and is in the hot seat for delaying support temporarily to a big cheese.
He sent me a note to commiserate, and I sent him a note back saying rather than be on the defensive, he should use this opportunity to make a case for more agents. If the administration wants a well-supported facility — and during a surge in high priority issues also wants administrators’ “urgencies” dealt with simultaneously – then more staff are needed.
I get a little frustrated when I hear help desk managers and service desks supporting the best interests of the company/organization, and coming under fire from administrators who, for ego’s sake, feel their issue should override everything else. Staffed with the proper resources and operating under clearly defined SLAs and process flows, problems like these can be mitigated for the help desk.
Help Desk Coach