An IT service desks may consist of one person keeping a dozen or so computers running during regular business hours, or it may consist of hundreds of workers scrambling to keep a massive IT infrastructure — along with numerous mobile devices — working properly 24/7.
Some IT departments are determined to squeeze every last bit of life out of every machine, while others find it more cost-effective to replace machines that have caused more than a certain number of repair calls.
Many IT service desk professionals wonder what it’s like to work on an IT help desk for a multimillion dollar corporation, and there’s no single answer. Huge corporations are as different from each other as smaller companies are. Here is some information about IT service desks in three big companies: Facebook, ASUS, and Peugeot Netherlands.
In 2013, Facebook found itself right at the top Forbes Magazine’s Best Places to Work list for the second time (the other time being in 2011). Facebook offers terrific employee perks that help workers balance their personal and professional lives. With paid vacation, free food and transportation, dry cleaning, day care reimbursement, and $4,000 cash for new parents, who wouldn’t want to work there? Lori Goler, the company’s vice president of people and recruiting told Glassdoor.com: “We strive to make Facebook a place where everyone is able to have an impact doing what they love. Receiving this award is a testament to the culture of builders we’ve worked hard to create.” When it comes to keeping employees productive, Facebook CIO Tim Campos believes in replacing laptops after two or three calls to the IT help desk. This approach is intended to balance the desire to fix existing hardware with the need for employees to remain productive at all times.
2. Peugeot Netherlands
The Dutch branch of French automaker Peugeot supports nearly 200 European car dealerships plus other commercial facilities based in the city of Utrecht. The IT help desk consists of 26 technicians who between them process nearly 4,000 help tickets per year. Though the help desk was doing pretty well in 2010, resolving around 90% of support tickets in an average span of 2.4 days, manager Richard Nolting wasn’t satisfied. So he implemented an SMS text alert system for IT staffers to use for communication with end users wherever they happened to be, and started investing in a knowledge base as well as making tickets trackable beginning to end. Over the course of a year, same-day resolutions averaged around 94% and total average time to resolution dropped from 2.4 days to 1.8 days.
Named for the mythological Greek horse Pegasus, ASUS is a leading Taiwanese hardware company that started out as a small manufacturer of motherboards. Currently the leading tech company in Taiwan, ASUS has more than 12,500 employees throughout the world. They make PC components, peripherals, notebooks, phones, tablets, and servers. Employees find the company to be fast paced, team oriented, and innovative, and the company has high expectations of all its employees, including help desk employees, who work in a multi-tasking and quickly-evolving environment. IT service desk workers help staff members and employees of ASUS partners, and have to be prepared to troubleshoot remotely. Though it’s not required of an IT help desk worker, ASUS places a high value on employees and job candidates who are bilingual in English and Mandarin.
Much is expected of IT service desk technicians no matter where they work. And whether they work at a small or large company, the IT service management software they use makes an enormous difference in productivity and end-user (and management) satisfaction. At Samanage, we offer SaaS service management that’s intuitive, flexible, and powerful enough to manage IT assets and services with speed and agility.