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).