Ahtisham Qureshi’s Post

Are you feeling unchallenged and unmotivated on your help desk job? 🤔 If you just started working on help desk, you may not feel challenged every day. Honestly, I don't always feel motivated at my job. 😯 I've been working on help desks for over 8 years, so even if I'm not feeling challenged, I remind myself that help desk work has seasons. Help desk work might be 90% resetting passwords and performing basic help desk work, then something will happen - a critical system outage or a Microsoft update could break everyone's Outlook. When that happens, you will use all your knowledge and skills to troubleshoot the issue while communicating with the users during the crisis. While you may not always feel challenged at a help desk job, remember why you took the job in the first place. Help desk jobs are entry-level jobs where you will gain experience and discover which area of IT work motivates you. Whether you're developing your help desk position into a career (like me! 😉) or working towards your next career move - stick with it and keep your eyes on your goals! 😀 #jobadvice #careeradvice #helpdesk #helpdeskjob

Stay prepared for the lack of preparedness

Helpdesk turnover is a significant challenge in the IT support industry. On average, service desk agents stay in their roles for just 2.5 years, with an annual turnover rate close to 40%. This high turnover leads to loss of valuable knowledge and expertise and costs American companies about $12,000 to replace a single helpdesk agent. Strategies to Improve Employee Retention Employee retention in helpdesk roles can be improved by addressing several key factors: Compensation and Benefits: Ensure competitive pay and benefits to keep employees satisfied. Work-Life Balance: Promote a healthy work-life balance to prevent burnout. Career Advancement: Provide clear growth opportunities and professional development paths. Effective Management: Cultivate strong leadership and a positive workplace culture. Adequate Training: Offer comprehensive training and skill development to enhance job satisfaction. Supportive Culture: Build a supportive and inclusive company culture. Proper Job Fit: Ensure alignment between job expectations and actual responsibilities. Tools and Resources: Provide up-to-date and efficient tools to reduce frustration. Why Helpdesk Managers Should Partner with 7N At 7N, we specialize in providing high-quality candidates tailored to meet your unique needs. By partnering with us, Helpdesk Managers can: Access a pool of top-tier helpdesk professionals. Benefit from flexible staffing solutions to manage peak times or explore hybrid models. Reduce ticket wait times and boost overall user satisfaction. Rely on our expertise in hiring for Emotional Intelligence (EQ), comprehensive training programs, and empowering recognition systems. Why Helpdesk Professionals Should Work with 7N Helpdesk professionals looking for their next opportunity should consider 7N because: We prioritize matching you with roles that fit your skills and career goals. We provide extensive training and development to set you up for success. We support a positive work environment where your contributions are recognized and valued. Let’s discuss how 7N can support your helpdesk operations or help you find your next opportunity. Reach out to me at Joeth@7N.com. #ITSupport #HelpDesk #EmployeeRetention #Outsourcing #CustomerService #TechSupport #7N

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Kevin Apolinario I applaud the preparedness and ability to adapt to the last minute needs your use case allowed for. But I also believe this example has broader impacts and responsibilities among many members of the organization. So many organizations are running at abysmal support ratios, underwater on active break fix issues to have the lights on pre-prep work ready, multi-departmental needs when account creation and equipment deployments are segregated or still manually handled. Just a few examples of how that last minute Friday new hire can knock many associates off their productivity and create a hidden cost to these situations. The book "The Unicorn Project" talked about the multiplicative effect of a unexpected change when staff was at max utilization and this reminds me of that cost reactive actions can have that go unaccounted. Again, kudos to the dedication of the value you put on providing quality service in your role. Having been in similar role's over the year it felt like a great opportunity to discuss the need to reduce how often this is asked of associates like yourself.

The best IT “recovery” plan is to be prepared for sudden emergencies like these.  It doesn’t fall under Disaster Recovery planning - it’s BAU - but it’s also the difference between walking out of the door at 3 PM on a Friday or walking out of the door at 7 PM on a Friday. #ITLife

Helpdesk turnover is a significant challenge in the IT support industry, with an average service desk agent tenure of just 2.5 years and an annual turnover rate close to 40%. This high turnover has serious implications, as experienced agents take their knowledge and expertise with them, costing American companies approximately $12,000 to replace a single helpdesk agent. How to Improve Employee Retention in Your IT Help Desk Experienced, knowledgeable helpdesk agents are invaluable. They provide excellent service and mentor other agents, boosting performance and morale. However, turnover is inevitable, and whether it’s due to promotions or resignations, it leaves a gap that needs filling. Key Strategies to Combat Turnover: Hire for Emotional Intelligence (EQ): Prioritize candidates with strong interpersonal skills who are empathetic and good listeners. While technical skills can be taught, soft skills are harder to develop. Comprehensive Training Programs: Reduce stress and set agents up for success from day one with effective onboarding and ongoing development. Recognition and Empowerment: Acknowledge and empower agents to increase job satisfaction and reduce feelings of invisibility. Advanced Tools and Technology: Equip agents with the latest tools for various support channels to reduce monotony and enhance efficiency. Monitor Absenteeism: Address high absenteeism proactively as it often precedes turnover. Consider Outsourcing Your Help Desk: Outsourcing can reduce turnover, improve your bottom line, and increase operational efficiency. It allows your helpdesk service provider to absorb extra workload during upticks in internal turnover. Hybrid Model Options: Outsource Off-Hours: Handle support during evenings, nights, and weekends through outsourcing, while your internal team manages regular hours. Outsource Tier 1: Delegate simple, common tasks like password resets to external support, keeping more complex issues in-house. At 7N, we specialize in providing high-quality candidates ready to make a positive impact on your organization. We offer flexible staffing solutions tailored to your needs, ensuring you have the right people in place to drive down ticket wait times and boost user satisfaction. Let's discuss how we can support your helpdesk operations. #ITSupport #HelpDesk #EmployeeRetention #Outsourcing #CustomerService #TechSupport #7N

Reading a job description for a Tier 1 Help Desk Specialist (Remote Full Time). It's been posted for 30+ days and it's listed at $14.52 for the minimum hourly and $33.00 for the maximum. It's a California company. Google says the minimum wage for California is $16. How can they post a job for less than minimum wage? If it's remote does it not have to be minimum wage?

A help desk service stands as the first point of contact for employees (or customers) in need of technical support, but what’s the difference between L1 & L2 Help Desk Services? Read our latest blog post here to learn more: https://lnkd.in/dCzZQjDA #helpdesk #helpdeskservice #helpdesksupport #technicalsupport #techsupport

When to Transition from First IT Job for Career Growth?   #ITcareer #CareerDevelopment #ITjob #TechIndustry #CareerGoals Hey techies! 🖥️💼 Let's talk about when is the best time to leave your first IT job. 🤔 Here's a scenario for you - imagine you're in your first IT role, handling a mix of Helpdesk and Junior Sys Admin tasks for 8 months now. You've got certifications under your belt and ambitious career goals in mind. But when should you make that mo... Source: https://lnkd.in/gSdhiY43 #mymetric360