Service Desk Recruitment Strategy
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How to create a Service Desk Recruitment Strategy? Download this Human Resources Service Desk Recruitment Strategy template now!
We support you and your company by providing this Service Desk Recruitment Strategy, which will help you to make a perfect one! This will save you or your HR department time, cost and efforts and help you to reach the next level of success in your work and business! This paper seeks to outline an approach to recruiting staff for Service Desks and the various considerations that an organization may want to consider. It focuses on two key points;
- Recruiting the right people
- Retaining the right people
The scope of this file covers any type of Service Desk, Service Desk or Call Centre whose work is driven by requests for help/service via phone or email.
- Getting the Right People
- Critical Success Factors
- Retaining the Right People
- A Model Structure
- Role definitions
- Appendix
Having recruited the people you need, their remains the challenge of keeping them. The Service Desk industry can be one of high attrition, especially if the skills are in demand, but also because the job can be a challenging one.
The constant stress of dealing with customers who may be unhappy with the service being provided can be a difficult and demanding thing to cope with. To overcome these things the list below covers the key points to consider when working on a solid retention strategy.
- Pace and quality of training. Ensuring the Service Desk staff have a clear understanding of what they are expected to do, will prevent them from feeling stressed as a result of constantly experiencing situations for which they are unprepared
- Prospects for progression. A clear succession plan based on the CSF’s for recruitment.
- A hierarchy design that’s not too flat so that there are opportunities to make even small steps up a ladder.
- Clear objectives so that people know what they need to do to make the moves.
- Opportunities outside of the Service Desk where the skills and experienced they have gained will be well regarded.
- Tools to do the job. As with having the training to understand the support they need to deliver, it is crucial to give Service Desk staff the ‘tools’ to provide quality support and record information about the job they do.
- Culture. The development of a strong team culture and customer service orientated workplace will help any new recruit settle and feel comfortable, and this is likely to aid retention.
- Environment. A clean, well lit, airy and open work space will ensure morale can be maintained at a reasonable level. Emphasis placed on having regular breaks away from the desk is a key factor in this sort of role, and such care and attention will help with retention.
skills transfer) to develop individuals and meet Service Centre Customer Service needs Develop individual KPIs for all staff to meet Service Centre Customer Service needs (quality and SLAs) Work with Service/Problem Manager to ensure that all relevant skills, knowledge, tools and processes are in place to meet Service Centre Customer Service Needs Identify a development programme to ensure that staff are able to continually develop skills and career opportunities Implement a regular internal communications schedule Helpdesk meetings, updates on new systems and resolutions etc Team Leader Service desk (First Level) Team Leader Responsibility KPI Customer Service Deliver and maintain a high-quality fault logging and resolution service for most Incidents and known problems Deliver highest possible first-level resolution (99/20 + to be resolved at first level) Focus on call answering and first-level resolution KPIs continuous development Participate in meetings and initiatives for Problem Management, SLAs and Service Development Incident Management Ensure that all incoming Incidents and requests are logged, diagnosed and escalated to appropriate and consistent quality standards Provide suitable logging input to ensure accuracy of SLA and service performance reporting Liaise and work with Service Manager/Problem Manager to escalate Major Incidents and contribute to Problem Management reviews and process Service Level Management Aim to deliver quality response and fix services in line with IT Target SLAs Provide suitable logging input to ensure accuracy of SLA and service performance reporting Liaise with Service Manager/Problem Manager to review SLA performance - develop new procedures as required Helpdesk Development Deliver Helpdesk service and manage First Level staff Maintain a stimulating and learning working environment for Service Centre Staff Identify training needs for First Level staff and liaise with Service Manager to develop suitable programmes Maintain a r
A typical well tiered Service Desk Hierarchy that can encourage clear visibility of progression. This Service Desk Recruitment Strategy has ways to grab your management and staffs' attention. It is drafted by HR professionals, intelligently structured and easy-to-navigate through. Pay close attention to the most downloaded HR templates that fit your needs.
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