Service Desk Staff Retention

To ensure a balanced mix of experienced and newer staff, Service Desk Managers should use a number of methods and incentives to retain quality staff and to avoid disruption and inconsistency in the quality of support offered.

Some ways in which this can be done include:

* Recognition of staff achievements contributing to service quality
* Rotation of staff onto other activities (projects, second-line support etc.)
* Team building exercises and celebrations
* Promote the Service Desk as a potential stepping stone for staff to move into other more technical or supervisory roles (after defined time periods and skills achieved).

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