{"id":14805,"date":"2020-06-18T12:56:33","date_gmt":"2020-06-18T10:56:33","guid":{"rendered":"https:\/\/www.topdesk.com\/da\/?p=14805"},"modified":"2025-01-08T09:28:00","modified_gmt":"2025-01-08T08:28:00","slug":"stress-i-servicedesken","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/da\/blog\/stress-i-servicedesken\/","title":{"rendered":"Sig farvel til stress i servicedesken"},"content":{"rendered":"

Livet i din servicedesk kan v\u00e6re hektisk – dine medarbejdere har altid travlt med at slukke diverse ildebrande, og derfor er stresset i servicedesken \u00e6gte. <\/strong><\/p>\n

5 tips til at slippe af med servicedesk-stress<\/h2>\n

Ved at foretage f\u00e5 forbedringer kan du f\u00e5 gladere servicedesk-medarbejdere, mens du samtidig tilf\u00f8jer mere v\u00e6rdi til din organisation!<\/p>\n

Inden vi g\u00e5r i dybden med, hvad du skal g\u00f8re for at bek\u00e6mpe servicedesk-stresset, skal vi se p\u00e5, hvorfor du i f\u00f8rste omgang skal v\u00e6re bekymret for medarbejderne i servicedesken.<\/p>\n

Det er konsekvenserne ved stress i servicedesken, der skal bekymre dig: det f\u00f8rer til en h\u00f8j medarbejderudskiftning, flere omkostninger til at finde og uddanne nye medarbejdere og et lavere pr\u00e6stationsniveau. Kort sagt, det har alt sammen en negativ indflydelse p\u00e5 b\u00e5de din medarbejderoplevelse og din kundeoplevelse.<\/p>\n

I henhold til GFI’s IT-stressunders\u00f8gelse<\/a> er et utilstr\u00e6kkeligt budget, for f\u00e5 medarbejdere og urealistiske tidsrammer de prim\u00e6re \u00e5rsager til stress i servicedesken. Den gode nyhed er, at du kan g\u00f8re noget ved det! F\u00f8lg disse frem tips:<\/p>\n

1. Opret en vidensbase<\/h3>\n

Det er en fordel at oprette en vidensbase i din servicedesk, da det vil lette presset for dine servicedesk-medarbejdere. Vidensbasen g\u00f8r, at dine medarbejdere vil bruge 20 % mindre tid p\u00e5 tilbagevendende incidents \u2013 og samtidig vil kundetilfredshedsniveauet stige.<\/p>\n

I takt med at dine medarbejdere vil f\u00e5 mere tid til r\u00e5dighed, grundet vidensbasen, vil de v\u00e6re i stand til at l\u00f8se nogle af de mere komplekse incidents, hvilket g\u00f8r arbejdet mere udfordrende. Arbejdet i din servicedesk bliver dermed b\u00e5de sjovere og mindre stressende.<\/p>\n

2. Brug en chatbot til at h\u00e5ndtere simple incidents<\/h3>\n

Vi har nu omtalt servicedesk-medarbejdere, der h\u00e5ndterer komplekse incidents ved hj\u00e6lp af en aktiv vidensbase. Men hvis dine medarbejdere bruger deres \u2019magi\u2019 til at l\u00f8se komplekse incidents, hvem skal s\u00e5 hj\u00e6lpe dine kunder med de mere simple incidents? Det er her en chatbot kommer ind i billedet.<\/p>\n

Chatbots<\/a> kan g\u00f8re livet meget lettere for dine medarbejdere i servicedesken. Hvordan det? Sp\u00f8rger du sikkert. Chatbots bruger din vidensbase (og dens ofte stillede sp\u00f8rgsm\u00e5l) til at h\u00e5ndtere simple incidents. En chatbot analyserer en incidents tekst og fortolker dens betydning. P\u00e5 baggrund af denne fortolkning ved en chatbot n\u00f8jagtigt, hvad den skal sp\u00f8rge om eller sige til din kunde.<\/p>\n

Chatbots kan fjerne en belastning fra dine medarbejdere ved at tackle simple, gentagne incidents, f.eks. anmodninger om nulstilling af en adgangskode. Chatbots er her den perfekte l\u00f8sning. De l\u00f8ser incidents og din kunde er tilfreds. Dertil har dine servicedesk-medarbejdere mere tid til at fokusere p\u00e5 andet arbejde.<\/p>\n

3. Styrk dine kunder med en serviceportal<\/h3>\n

Frig\u00f8r endnu mere af dine servicedesk-medarbejderes v\u00e6rdifulde tid ved at oprette en serviceportal. Med en serviceportal giver du dine kunder mulighed for selv at finde svar p\u00e5 deres sp\u00f8rgsm\u00e5l. Dette g\u00f8r livet lettere for dine kunder.<\/p>\n

Og hvorfor er en serviceportal en god ting for dine medarbejdere? N\u00e5r du har en serviceportal, vil du frig\u00f8re en stor del af deres tid. Tid, som dine servicedesk-medarbejdere nu kan bruge p\u00e5 at l\u00f8se st\u00f8rre, mere komplekse incidents eller indsamle feedback fra kunderne for at finde ud af, hvordan du \u00f8ger dine kundetilfredshedsniveauer. I sidste ende g\u00f8r det simpelthen arbejdet i din servicedesk mindre stressende, sjovere og mere mangfoldigt. Og husk: glade medarbejdere giver glade kunder<\/a>.<\/p>\n

4. Implement\u00e9r problem management<\/h3>\n

Er dine servicedesk-medarbejdere blevet \u2019brandm\u00e6nd\u2019? Hvis din servicedesk konstant bombarderes med nye incidents, og du aldrig rigtig har tid til at l\u00f8se st\u00f8rre, underliggende problemer, er det tid til at begynde at se p\u00e5 problem management.<\/p>\n

Fokus\u00e9r p\u00e5 at forbedre din servicedesk ved at kigge efter de grundl\u00e6ggende \u00e5rsager til nye incidents – og hvordan du kan fors\u00f8ge at forhindre, at de finder sted. Problem management afhj\u00e6lper det konstante pres, som \u2019brandbek\u00e6mpelsen\u2019 af \u200b\u200bincident management l\u00e6gger p\u00e5 dine servicedesk-medarbejdere. Og det giver mindre frustrerende og mere udfordrende arbejde.<\/p>\n

5. Invest\u00e9r i dine medarbejderes trivsel<\/h3>\n

Hvis du f\u00f8lger de beskrevne tips, k\u00f8rer dine medarbejdere ikke fast. Din servicedesk skal \u00e5benlyst stadig besk\u00e6ftige sig med masser af incidents – s\u00e5dan er det bare! I disse tilf\u00e6lde er det vigtigt, at du fokuserer p\u00e5 dine medarbejderes trivsel.<\/p>\n

En investering<\/a> i dine medarbejderes mentale og fysiske sundhed \u00f8ger b\u00e5de deres koncentration og deres produktivitet. S\u00e5 hvordan kan du g\u00f8re dine medarbejderes trivsel til din f\u00f8rste prioritet? Invest\u00e9r i en massagestol og h\u00e6ve-s\u00e6nke skriveborde. Du kan ogs\u00e5 arrangere walk-and-talk-m\u00f8der eller introducere en daglig planke p\u00e5 et minut, m\u00e5ske under jeres \u2019st\u00e5-m\u00f8der\u2019. Og glem ikke at k\u00f8be snacks! Dine servicedesk-medarbejdere kan ikke fungere p\u00e5 tom mave. Og de vil elske, hvis du fork\u00e6ler deres s\u00f8de tand.<\/p>\n","protected":false},"excerpt":{"rendered":"

Livet i din servicedesk kan v\u00e6re hektisk – dine medarbejdere har altid travlt med at slukke diverse ildebrande, og derfor er stresset i servicedesken \u00e6gte. 5 tips til at slippe af med servicedesk-stress Ved at foretage f\u00e5 forbedringer kan du f\u00e5 gladere servicedesk-medarbejdere, mens du samtidig tilf\u00f8jer mere v\u00e6rdi til din organisation! Inden vi g\u00e5r<\/p>\n","protected":false},"author":379,"featured_media":16942,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-14805","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":"","toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\n5 tips til at sige farvel til stress i servicedesken<\/title>\n<meta name=\"description\" content=\"Livet i servicedesken kan v\u00e6re hektisk. 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