Theme

Service desk and teams

Articles about the service desk itself: KPIs, capacity, onboarding, work enjoyment, escalations and the split between first and second line.

Below are the published articles in this theme, newest first. Every piece comes from practice and is meant to apply tomorrow, not to gather dust in a drawer.

Job Satisfaction

Job satisfaction on the service desk: why retention beats recruitment

Service desk work is heavier than it looks. Learn what drives workload and turnover, what actually helps, and why retaining people beats hiring.

September 4, 2026

Backlog

Clearing a ticket backlog: understand why it grows before you clean it up

Clearing a backlog takes more than hard work alone. Learn how to balance inflow and handling capacity, and clean up old tickets without alienating anyone.

August 25, 2026

Escalation Management

Escalations: handling them well, and preventing the need for them

An escalation is a signal, not difficult behavior. Learn how to handle escalations seriously and prevent them with clear expectations and interim updates.

August 18, 2026

Onboarding

Onboarding new service desk staff: a plan that prevents early turnover

A solid onboarding plan decides whether new service desk staff stay. Learn how to combine shadowing, practice and the knowledge base for a strong start.

August 14, 2026

Capacity Planning

Planning service desk capacity: schedule around your own peak moments, not gut feel

Service desk staffing is best planned on your own ticket data. Learn how to spot peak moments and what to do when capacity structurally falls short.

August 11, 2026

Ticket registration

Ticket quality without registration burden: better tickets without locked-down forms

Bad tickets cost everyone time, but more required fields will not fix that. Learn which fields you truly need and how to raise quality without them.

August 7, 2026

Service desk

First, second and third line: who does what so a ticket does not drift

Unclear lines let tickets bounce back and forth. Learn how to agree on handoffs, feedback and ownership so nothing gets lost on the service desk.

August 4, 2026

Knowledge management

Building a knowledge base people actually use, not an archive that gathers dust

Building a knowledge base only works if it stays alive. Learn how to start small, write while resolving issues, and organize ownership and cleanup.

July 21, 2026

Priority

Prioritizing by impact and urgency: ending the debate that everything is urgent

Prioritizing by impact and urgency ends endless debates about urgency. Learn how a simple matrix brings clarity and how to agree it with the business.

July 14, 2026

KPI

The service desk KPIs that actually matter, beyond ticket count

Ticket count tells you little. Learn which service desk KPIs really steer: first-time-fix, reopen rate, knowledge reuse and user happiness.

May 6, 2026

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