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Is Your IT Helpdesk People Dependent or Process Dependent?

“An organization is only as good as its people.” You’ve probably heard that statement many times, and it certainly makes sense, at least on the surface. After all, there’s no substitute for education, training, years of on-the-job experience, specialized skills, and all the other highly-prized attributes that can turn a good team into a great team. Unfortunately, the flip side of the equation also holds true. If your ability to solve problems efficiently and successfully hinges entirely on the quality of your personnel, then that quality could take a nosedive the minute you lose one or more of your best workers. What then?




This question can turn urgent in a big hurry when it affects your IT helpdesk. If you’ve always relied on the insights and quick thinking of a few particularly gifted technicians to resolve low-level help requests, you could be looking at a serious performance gap the minute those technicians retire, relocate, or go to work for somebody else. For this reason, you don’t want your IT helpdesk to be people dependent; you want it to be process dependent.


What does it mean to run a process dependent IT helpdesk? It means having a system built around thorough documentation, easy database access, a clearly laid-out service catalog that assigns the right issues to the right professionals, and other features that enable repeatable processes. This kind of setup is essentially bullet-proof against changes in individual personnel because it standardizes how everyone on the team handles help desk tickets.




When you consider the heavy turnover in technology jobs these days, it only makes sense to hand your IT helpdesk needs over to a stable, experienced, process-dependent outsourced team. Contact Gravity Helpdesk today to find out how we can help you provide more consistent technical support for your employees or SaaS customers!

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