OT: HDI - What Techies Want

Brian · Guest

This is from a newsletter I get from the Help Desk Institute. I know a lot
of MCSE here are involved with helpdesks one way or another, so it may be of
interest.
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What Techies Want

Mel Gibson learned "What Women Want" in a movie of the same title and it
changed his life forever. How would it change the performance of your
support organization if you learned "What Techies Want?" By "techies," I
mean those individuals that handle the really difficult issues. Sometimes
they are in your support organization, sometimes not. We often refer to them
as Level 2 or Level 3 support.

Techies Want:

To work on interesting things-If you can improve your ability to route calls
based upon skills, you not only benefit the end-user by getting a quicker
and higher quality resolution, but you increase "techie happiness." This is
actually important. Happy "techies" are more productive and will stay with
you longer.

Also, if you implement tools that make end-users more self-sufficient as
well as the frontline analysts (technical, but not "techies" for purposes of
this report), then the "techies" will not have to deal with the common
stuff. This is called "repetitive stuff syndrome" by "techies." They are
unhappy when this happens and their brains (and interest) begin to dissolve
almost immediately. (After a period of time they may begin to drink more and
marital problems could increase. We don't want that.)

Interesting tools-Ask them what they want. Tools for "techies" are not
always expensive. Give them some cookies and milk and get them to relax. Let
them dream their dreams of the perfect set of tools. Ask them what you can
do to make them more productive and make their work more interesting. The
conversation may actually turn to process, training, and quality improvement
in addition to the tools.

For people to appreciate them for who they are-Continue the discussion you
are having with your "techies," and let them know how important they are and
how their role impacts the overall quality of support and organizational
productivity. They will care a little bit about the spiel, but mostly will
feel better that you are talking to them.

"Techies" love to be used for what they are really good at. They really do
like to be productive. Discuss with them what is working and what is not.
Let them know what the customer satisfaction levels are and how they affect
it.

Let "techies" work on the support issues that allow them to look smart or
stretch their skills in areas of their interest. Provide technology and
processes that allow them to communicate solutions back to Level 1 for those
issues that are repetitive. (If a complete answer is made available to the
frontline, then the "techies" will likely not have to deal with it in the
future, thus preventing "repetitive stuff syndrome.")

Techie Web Sites

There are a number of technical Web sites that "techies" go to when dealing
with complex issues, such as:

www.experts-exchange.com
www.slashdot.org
www.techrepublic.com
www.knowledgestorm.com

HDI has always been known as the leading site for information on support
organization best practices and how to be a better support professional. In
the next few weeks we will be launching (re-launching) a new (free) Web site
for the "Techie Side of Tech Support." We have been doing a lot of research
and collaboration as to what it is "Techies Want" from a "techie" Web site.
Challenge: Send me 3 to 5 things you think a "techie" Web site should have
and you could receive a prize. I will select the top three entries and call
you to discuss your ideas and you will receive a certificate for a free HDA
class in September in Chicago. Send to: rmuns@thinkhdi.com

Conclusion

Knowing what "techies" want can be as valuable as knowing what customers
want. "Techies" are a key resource in (or to) the support organization. You
must understand their mentality and their needs. They are just like the rest
of us, they want respect and to be valued. Often times respect is shown by
providing them the tools they want and other times it is finding ways to
protect them from repetitive calls. Avoid "repetitive stuff syndrome" if at
all possible.

Regards,

Ron Muns, CEO and Founder
Help Desk Institute