Psychology in the Service Desk: Firefighting and Burnout
September 8, 2022
Service Desk Challenges: Increase First-time-fix Rate
September 8, 2022
Hannah Mandapat, Marcom Manager at IFS Assyst, explains how unplanned work (the things you didn’t know you needed to do when you started the day) gets in the way of planned work (things you knew about before beginning, or the work you should be doing). This can often lead to people ending the day thinking “I didn’t get as many things done as I thought I would today.” That’s the direct result of a lot of unplanned work.
The service desk is no different, as unplanned work can steal away your working hours. Sometimes the situation is unavoidable – a stream of new incidents about a specific issue gets in the way of planned work on that same issue being solved once and for all.
Read the full article from IFS here.
