Support Desk Turnover and How To Eliminate It

Providing excellent IT support requires a top-notch team, and turnovers can happen due to the demands of working in the fast-paced environment.

Turnover is expensive and time consuming. The interview process and training period consumes valuable management resources. This is why it is critical to develop retention strategies for employee satisfaction.

Follow these tips to improve your retention:

Hire Slowly, Fire Quickly

Have thorough interview process so you hire the right person:

  • Is this a career path, or is it a stepping stone until they finish college or find a better position?
  • Is their personality a good fit? An outgoing candidate may not be comfortable working remotely with limited opportunities to interact face-to-face with team members.
  • Do they have good people skills? Able to answer questions clearly? How is their diction? While this is a technical position, it requires patient and professional interaction with clients. An ideal candidate must be personable and communicate clearly.
  • Do they have a learning mindset?

If you do hire someone who is a wrong fit for the position, don’t agonize over the decision to fire them. Employee satisfaction drops rapidly around a negative, toxic, or underperforming team member.

Onboarding and Training

Inadequate onboarding processes and training can cause staff turnover. Set appropriate expectations for your new hire with these tips:

  • Provide a Policy and Procedures manual that includes HR policies, benefits, PTO (Paid Time Off), company expectations, and goals.
  • Provide thorough training.
  • Provide ongoing enrichment training to increase skills.

The ever-changing face of technology demands that you have the ability to confront support tickets with a level of confidence, knowledge, and resources needed to resolve issues. Get this right and stress levels drop.

Team Culture

Working remotely can create a sense of isolation. Bring your team together on a regular basis for office meetings and activities that promote camaraderie and a sense of purpose outside of the office.

  • Family day at the zoo.
  • Movie night.
  • Volunteer event in your community such as a food drive.

Shout Out Your Thanks

Working a support desk can be a thankless job; don’t let that happen. Give your team the recognition they deserve for meeting their quotas and providing excellent support!

  • Say “thank you” frequently.
  • Praise publicly as well as privately.
  • Give a bonus vacation day to acknowledge their work.

When your staff feels appreciated, they will remain motivated. Consider giving little perks like movie tickets, gift certificates for a pedicure, or a dinner out to thank team members for a job well done.

If you follow these tips for retention, you’ll discover your turnover rate is reduced, and that your team is happier and more productive.

Micah Laughlin
mlaughlin@canvasit.com

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.



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