Having an internal help desk team is a great way for an organization to streamline its processes and become more efficient and productive. However, these same internal help desk teams also have to deal with several hurdles brought forward by the organization. Here are 5 of the most common hurdles that internal help desk teams face.
1. The Help Desk Doesn't Have Buy-in from Upper Management
Some organizations do not make a serious commitment to their internal help desk teams. Due to a lack of understanding, some in upper management don't connect the dots and see how important the help desk team is to restoring productivity to employees that drive the company's core products and services. As a result, management is now forced to write repeatable processes designed to fix issues and serve the enterprise instead of being reactive in a crisis.
Oftentimes, the need for an internal help desk team becomes apparent when a business-critical function is down and it has negative implications on the organization. As a result, the help desk team is forced to write repeatable processes designed to fix issues and serve the enterprise instead of being reactive in a crisis.