If you missed the news, the population just hit 6 billion.
That’s a lot of people. If we were all to lie down end-to-end on the ground, we would go around the earth about 2,600 times. If someone put us all in a swimming pool, packed tightly together like sardines or flying in coach-class, the pool would have to measure more than a quarter of a mile on each side.
Then there’s the Y3K problem: We’ll just about outweigh the earth itself by the year 3000. It’s enough to make you believe there are limits to growth.
Amazingly, with all these people to choose from, many IS hiring managers can’t find enough qualified applicants to fill their open positions.
We can’t solve everything at once, so today we’re going to focus on just one small part of the problem: the help desk.
For many of those running IS, the help desk is an afterthought. It isn’t strategic, executives don’t interact with it very much (and when they do they get special treatment), and it generates no measurable return on investment.
Let’s recalibrate. The level of trust and respect between IS and the rest of the business is pretty low these days. (I base this on a large volume of anecdotal evidence, not formal surveys; your mileage may vary.) Your help desk is, or at least should be, the most frequent point of contact between your organization and the employees whose trust and respect you need every time you implement new technology.
The first step in making sure your help desk increases that trust and respect is staffing it with people who can actually solve problems instead of simply dispatching a trouble ticket to a technician.
Except … Bob, you idiot! Haven’t you heard there’s an IT labor crunch? If we do find people like this, we have more important places to use them.
News flash: You don’t need computer science majors on the help desk. Chances are, they wouldn’t be able to figure out that the end-user has a notebook resting on one of the cursor keys anyway. Here’s who you do need on your help desk:
- High school seniors: Sure, you’ll only get them for a few hours a day during the school year (more during the summer, of course). But who better to diagnose PC problems than someone who assembled a high-end gaming system from spare parts? You can pay a lot more than the local Taco Bell and still save a ton compared to those computer scientists you can’t find anyway.
- College students: Yes, you’ll have to work around class schedules, and you’ll have to pay more than you would pay a high school student. Here’s the upside: You get highly qualified help desk analysts, still at low cost, and they’re all potential recruits when they graduate. After a year, you’ll know who you’re going to want to hire – offer them scholarships in exchange for two years as full-time employees when they leave college.
- Internal PC mentors: These are the people employees call when they need help because they’ll solve the problem before your help desk would have finished writing up the trouble ticket. They’re already employees, they’ve already proven they can do the job, and many of them would love an opportunity to move into IS.
- IS analysts: Rotate your analysts through stints on the help desk. Here’s what they’ll gain: humility (as they find out just how much they don’t know how to fix and how knowledgeable and sophisticated those dumb end-users really are); listening skills (because to fix problems they have to hear beyond the symptom to what’s really going on); a better understanding of how work gets done (they’ll see it first-hand); and, most important of all … they’ll learn what the rest of the company thinks of IS.
Staffing shortage? When it comes to the help desk, at least, we don’t suffer from a staffing shortage. All we suffer from is a lack of imagination.