Your IT service desk staff are hopefully warriors, battling incidents and tirelessly delivering against service requests on a daily basis to ensure the smooth running of the technology that supports and drives your organization forward.
But sadly, due to the high intensity of the service desk role, people move on and need to be replaced. So what should you be looking for in an IT service desk candidate? Do you replace “like for like” or do you look to take your team to the next level? A level where the service desk is about more than just providing technical support, with customer service and the customer experience a growing requirement of end users whose expectations are rising in line with their personal-life experiences of technology, service, and support.