Karen has written for IT Chronicles.
Service Desk 360 recently conducted a Service Desk survey with the purpose being to collect different views and wants across the IT department; from the IT Director to first-line technician, then to compare those views in a helpful and constructive way.
In response to the survey question ‘If I only had one wish…….’ the overall responses from the Service Desk Analyst, Service Desk Manager and IT Director were as follows:
Service Desk Analyst: ‘I wish were given the opportunity to do more than just fix problems and take IT requests’
Service Desk Manager: ‘I wish the service desk was held in higher regard within the IT department’
IT Director: ‘I wish the service desk provided more proactive and preventative support’
My response to all of those wishes is Shift Left.
Read the full article at IT Chronicles here.