Main Nav

Just wondering what organizations do for goal setting for desktop and help desk personnel. This has been very challenging for us as much of their work is of an operational nature as opposed to more project focused work.

 

Our current system for goals and reviews across all of central IT is as follows:

·         Our tool has a goal section and a behavior section.

·         Goals are “wide open” in terms of what goals you can agree for your staff and we target 4 – 7 goals per staff member.

·         Behaviors are around topics like customer focus, interpersonal skills, innovation, drive for results, job knowledge and diversity.

·         Both sections use a scale of 1 – 5 with “Does not Meet Expectations” being a 1 and “Exceeds Expectations” being a 5.

 

Traditionally I have avoided in the goals area such metrics as ticket volumes, call volumes and the like. To me those open the door for dispute. Call volumes are based on the randomness of call routing systems and are not good measures in my mind (for example someone could get a bunch of password  reset calls while the next person gets a bunch of calls requiring more support time and therefore will have lower volumes). On the ticket volume side, you can have people cherry picking tickets and taking as many of the “easy” ones and in turn can run those numbers up (and for that reason, it feels more appropriate to me to rate them in the behavior section based on review of their work).

 

To give these same staff projects isn’t practical either for you take them away from phone coverage or desk side support.

 

We have had goals in the past around quality review of tickets, customer service survey ratings and KB article review (at the Service Desk). We really want to come up with quality goals that allow our staff to stretch themselves while balancing the operational help desk and desktop support needs.

 

Thank you for any input or ideas you can share.

 

Dwight Snethen

Director, Customer Service, IT Service Management and Quality Assurance

ITaP Customer Relations

Purdue University

Stewart Center: Room B14E

765-496-1035

 

Self Help Knowledgebase: http://www.purdue.edu/goldanswers

Assisted Technical Support: 765-494-4000

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Close
Close


Annual Conference
September 29–October 2
Register Now!

Events for all Levels and Interests

Whether you're looking for a conference to attend face-to-face to connect with peers, or for an online event for team professional development, see what's upcoming.

Close

Digital Badges
Member recognition effort
Earn yours >

Career Center


Leadership and Management Programs

EDUCAUSE Institute
Project Management

 

 

Jump Start Your Career Growth

Explore EDUCAUSE professional development opportunities that match your career aspirations and desired level of time investment through our interactive online guide.

 

Close
EDUCAUSE organizes its efforts around three IT Focus Areas

 

 

Join These Programs If Your Focus Is

Close

Get on the Higher Ed IT Map

Employees of EDUCAUSE member institutions and organizations are invited to create individual profiles.
 

 

Close

2014 Strategic Priorities

  • Building the Profession
  • IT as a Game Changer
  • Foundations


Learn More >

Uncommon Thinking for the Common Good™

EDUCAUSE is the foremost community of higher education IT leaders and professionals.