Home > culture, employee engagement, getting it done, managing, productivity > How to improve help desk morale and service levels at the same time

How to improve help desk morale and service levels at the same time

by Beth Blakely, TechRepublic.com, May 27, 2003
TechRepublic member Kevin Orr now works for Northrop Grumman, but before retiring from the U.S. Army in December 2002, he served as the CIO for its Aeromedical Center at Fort Rucker, AL, from 1999 to 2001. He said he looks back on that position as one of the most rewarding in his 20-year career. Perhaps some of the satisfaction he feels from the position is due to the remarkable changes he brought to the help desk.

Orr shared the story of how he managed to morph the help desk from “a place where happy people came if they wanted to get angry” into “a place where angry people came to get happy.” He instituted physical as well as cultural changes and created a familylike atmosphere for the help desk pros he supervised.  Read the article.

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