The Service Desk Paradox… what is it? The IT service desk paradox is one that only becomes properly understood after personal experience. It is the paradox that comes from being there to serve, and it brings about a vicious battle with workplace esteem for the IT department. Essentially, IT should not be noticed if things are running correctly. If things AREN’T running correctly, then IT is not functioning the way it should, and they get noticed. Therefore, IT should not be noticed, and when they are noticed, it is because something is wrong. This results in a difficult battle combatting end user perceptions of the service desk.
How do we escape this paradox? First, get your IT department’s ducks lined up in a row, a prerequisite if you will. Once you have this baseline to start from, you can concentrate on the second step: Going above and beyond the call of duty. Doing your job well only results in IT not being appreciated. Consequently, there is more to be done to make your service department an appreciated fixture in your organization. You must do something extra to get above the baseline zero… and that is going above and beyond what you are required to do.
What does doing something extra entail? Doing something extra ranges from helping users out with other things they need assistance with around the office, helping them choose a personal computer/upgrade for at home, or troubleshooting issues they have at home. It involves a relationship with the end user. The relationship is what helps the organization appreciate the service desk. Keeping things running is part of your job description… you should be doing it well anyway. Doing your job well does not bring the true level of appreciation that going above and beyond what is required does.
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