You might think that technical expertise is the most important skill needed to work on the Service Desk team at XPERTECHS but that’s only partly true. You need foundational knowledge about IT, but it’s vital to have the communication skills that are necessary to put the person on the other end of the phone at ease.
When your IT team isn’t able to get to all of the tasks that are required to run a high-functioning IT department, it can be hard for them to ask for help. They may consider admitting they can’t do it all as a defeat. They may feel pressure about adding anything more to the IT budget.
Have you heard of the “Stop Keep Start” exercise? It’s a technique to evaluate the behaviors an organization is using to support a strategy. We’re using this questioning procedure to look at practices that support an effective cybersecurity strategy.