For many people, a typical day at the IT Service Desk probably goes by without notice. Moreover, the Service Desk team barely thinks of all the good things it achieves every day. Solving people’s problems is often considered as its normal duty, “this is what we do” . As such, Service Desk agents rarely consider the positive consequences of their activities. Yes, it is true, we are too modest to admit our success.
In general, success is considered something big, time consuming, costing a lot of effort, and much more. People forget that often small steps are on the base of making great progress. And it is important to capture both individual success and team success ! Not only for you and the team, but also for your company in its entirety. Everybody should know what steps forward have been taken and what objectives are achieved.
To capture all successes of the team, I once advised each individual agent to keep a personal “book of success”: an electronic document with the purpose to register all events and results of which they were proud. As a better solution, you can donate each member a voucher to buy a Paperbanks notebook, these books really have stolen my heart !
The outcome was not what I expected at first. A lot of my team members experienced difficulties to identify and recognize their success. Even when I gave them examples of their successes they weren’t eager to write in their book of success. It did gave me an additional idea however.
You cannot celebrate success if you don’t know or understand what success is ! So we kept a brainstorm session to identify what success looks like in our daily work. It was easy identify what was not a success at the same time, so behavior that we wouldn’t like to see. Some examples below:
| Success | Failure |
|---|---|
| Receive a positive feedback or score on the request resolved. | Receive a negative feedback or score on the request resolved. |
| Resolve incidents at the first contact with the customer. | Unable to resolve incidents at all, without doing the necessary effort. |
| Tried a new approach to find a solution for a problem. | Even if the new approach didn’t work, it is better than never trying something new. |
When success and failure are defined, it is much easier to fill your book of success. An extra benefit of your book of success is that it will be a handy guide to prepare performance review meetings. So you don’t have to hurt your brain anymore to remember what you have been doing well in the past quarter.
What do you do to keep track of your team’s success ? Looking forward hearing from you.
Categorieën:Geen categorie, Team Lead
Service Desk Management 
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