{"id":19459,"date":"2022-03-17T15:18:50","date_gmt":"2022-03-17T15:18:50","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=19459"},"modified":"2025-05-07T12:14:33","modified_gmt":"2025-05-07T11:14:33","slug":"service-desk-stress","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/service-desk-stress\/","title":{"rendered":"Say goodbye to service desk stress"},"content":{"rendered":"<p>Life at your service desk can be hectic &#8211; your employees are always busy putting out fires and service desk stress is real. <a href=\"https:\/\/www.topdesk.com\/en\/blog\/get-smart-about-customer-expectations\/\">Customers expect more from services<\/a> and this impacts your IT department too.\u00a0 But with a few improvements, you can make your service desk employees happier while adding more value to your organization \u2013 all at the same time!<\/p>\n<h2>Why should you worry about service desk stress?<\/h2>\n<p>Before we dive into what you should be doing to combat service desk stress, let\u2019s look at why you should be concerned about service desk stress in the first place.<\/p>\n<p>The fall-out from service desk stress is what should worry you: it leads to high employee turnover, more costs to find and train replacements, and lower performance levels \u2013 all of which have a negative impact on both your\u00a0<a href=\"https:\/\/www.topdesk.com\/en\/blog\/ex\/what-is-employee-experience\/\">employee experience<\/a>\u00a0and your customer experience.<\/p>\n<p>According to\u00a0<a href=\"https:\/\/www.gfi.com\/pages\/IT-Stress-Survey-2015\">GFI\u2019s IT stress survey<\/a>, insufficient budget, not enough staff, and unrealistic time frames are the main culprits that cause service desk stress. But the good news is you can do something about it! Follow these five tips and say goodbye to service desk stress forever.<\/p>\n<h2>How to deal with service desk stress<\/h2>\n<h3>1. Start a knowledge base<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28803\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/knowledge-base-copy.png\" alt=\"&quot;A hand holding a magnifying glass is depicted against a light blue background with abstract shapes in orange and blue. The magnifying glass is focused on a stack of sketched documents, symbolizing a closer examination or investigation of information. The image conveys the concept of searching through or analyzing a knowledge base or collection of documents.\" width=\"1200\" height=\"600\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/knowledge-base-copy.png 1200w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/knowledge-base-copy-300x150.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/knowledge-base-copy-1024x512.png 1024w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/knowledge-base-copy-768x384.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/knowledge-base-copy-400x200.png 400w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/knowledge-base-copy-100x50.png 100w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/h3>\n<p>Storing the collective knowledge of your service desk in a <a href=\"https:\/\/www.topdesk.com\/en\/blog\/benefits-of-knowledge-management\/\">knowledge base<\/a> has nothing but advantages for your service desk. Most importantly, it\u2019ll relieve some \u2013 if not most \u2013 of the pressure on your service desk employees. Not only will a knowledge base help your service desk employees spend 20% less time on recurring incidents, but your customer satisfaction levels will go up as well.<\/p>\n<p>With more time and a complete knowledge base at their disposal, your service desk employees will now also be able to solve complex incidents themselves \u2013 which makes for more of a challenge than simple, repetitive work. Ta-da! Working at your service desk has become more fun \u2013 and less stressful.<\/p>\n<h3>2. Use a chatbot to handle straightforward incidents<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28827\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/chatbot-2.png\" alt=\"A person holding a tablet displaying a chat interface against a light blue and green abstract background. The screen shows a conversation with text bubbles, and the person is interacting with it by touching the screen. A sketched speech bubble with a smiling chatbot icon is seen on the right side, indicating the presence of a chatbot in the conversation. The image conveys the use of technology and chatbots for communication.\" width=\"1200\" height=\"600\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/chatbot-2.png 1200w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/chatbot-2-300x150.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/chatbot-2-1024x512.png 1024w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/chatbot-2-768x384.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/chatbot-2-400x200.png 400w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/chatbot-2-100x50.png 100w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/h3>\n<p>We\u2019ve talked about your service desk employees handling complex incidents with help of an active knowledge base. But wait \u2013 if your employees are using their magic to solve complex incidents, who\u2019s helping your customers with more straightforward incidents? This is where <a href=\"https:\/\/www.topdesk.com\/en\/blog\/itsm\/chatbots\/\">a chatbot comes in<\/a>.<\/p>\n<p>Chatbots can make life so much easier for your service desk employees. How? Chatbots use your knowledge base (and its FAQs) to handle simple incidents. A chatbot analyzes the text of an incident and interprets its meaning. Based on this interpretation, the chatbot knows exactly what to ask or say to your customer.<\/p>\n<p>Chatbots can take a load off your service desk employees\u2019 backs by tackling simple, recurring incidents such as requests for <a href=\"https:\/\/www.topdesk.com\/en\/blog\/itsm\/password-resets\/\">password resets<\/a>. Chatbots are the perfect solution here. They solve the incident; your customer is happy, and your service desk employees have more time to focus on more rewarding work.<\/p>\n<blockquote><p>The fall-out from service desk stress leads to high employee turnover, more costs to find and train replacements, and lower performance levels.<\/p><\/blockquote>\n<h3>3. Empower your customers with a self-service portal<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28809\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/self-service-portal.png\" alt=\"Software screenshot of a TOPdesk self service portal.\" width=\"1200\" height=\"600\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/self-service-portal.png 1200w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/self-service-portal-300x150.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/self-service-portal-1024x512.png 1024w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/self-service-portal-768x384.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/self-service-portal-400x200.png 400w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/self-service-portal-100x50.png 100w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/h3>\n<p>Free up even more of your service desk employees\u2019 valuable time by setting up a <a href=\"https:\/\/www.topdesk.com\/en\/features\/self-service-portal\/\">self-service portal<\/a>. With self-service, you give your customers the power to find their own answers \u2013 in their own time. This makes life easier for your customers and encourages them to take ownership of their service experience.<\/p>\n<p>And why is a self-service portal good for your employees? Well \u2013 having a self-service portal in place will free up a big chunk of their time. Time that your service desk employees can now spend on solving bigger, more complex incidents, or gathering customer feedback to find out how to increase your customer satisfaction levels. Ultimately, it simply makes working at your service desk less stressful, and more fun and diverse. And remember:\u00a0<a href=\"https:\/\/www.forbes.com\/sites\/shephyken\/2017\/05\/27\/how-happy-employees-make-happy-customers\/#6f2a6f1a5c35\">happy employees make happy customers<\/a>.<\/p>\n<h3>4. Implement problem management<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28818\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/problem-management-1.png\" alt=\"&quot;A woman with long red hair wearing a blue sweater is depicted against a light blue background with orange abstract shapes. She is holding a red fire extinguisher and appears to be spraying it, with a look of excitement or enthusiasm on her face. A sketched cloud of smoke is illustrated coming out from the extinguisher, emphasizing the action of spraying. The image suggests problem management or resolving issues effectively.\" width=\"1200\" height=\"600\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/problem-management-1.png 1200w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/problem-management-1-300x150.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/problem-management-1-1024x512.png 1024w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/problem-management-1-768x384.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/problem-management-1-400x200.png 400w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/problem-management-1-100x50.png 100w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/h3>\n<p>Have your service desk employees become pro firefighters? If your service desk is constantly overrun with new incidents and you never really have time to fix bigger underlying issues, it\u2019s time to start looking at problem management.<\/p>\n<p>Focus on improving your service desk by looking for the root causes of incidents and trying to prevent them before they occur. <a href=\"https:\/\/www.topdesk.com\/en\/blog\/problem-management-tips\/\">Problem management<\/a> relieves the constant pressure that the firefighting of incident management puts on your service desk employees. And it makes for less frustrating, more challenging work.<\/p>\n<h3>5. Invest in your employees\u2019 well-being<\/h3>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-28800\" src=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/employee-well-being.png\" alt=\"A man with a shaved head and beard, wearing glasses and a colorful, patterned shirt over a white turtleneck, is depicted against a light blue background with a green abstract shape. He is in a meditative pose with his eyes closed, arms relaxed at his sides, and hands forming the 'okay' gesture. Surrounding him are sketched icons representing a clock, an exclamation mark, a document, a headset, an envelope with a notification, and a speech bubble with a question mark. The image conveys a balance between work-related stress and maintaining well-being.\" width=\"1200\" height=\"600\" srcset=\"https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/employee-well-being.png 1200w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/employee-well-being-300x150.png 300w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/employee-well-being-1024x512.png 1024w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/employee-well-being-768x384.png 768w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/employee-well-being-400x200.png 400w, https:\/\/www.topdesk.com\/en\/wp-content\/media\/sites\/30\/employee-well-being-100x50.png 100w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/>If you follow the tips above, your employees won\u2019t be stretched so thin by the sheer amount of work anymore. But obviously, your service desk will still have to deal with lots of incidents at times \u2013 that\u2019s just the way it is. In these cases especially, it\u2019s important that you focus on your employees\u2019 well-being.<br \/>\nInvesting in your employees\u2019 mental and physical health increases their concentration and boosts their productivity.\u00a0So how can you make your employees\u2019 well-being your number one priority? Invest in a massage chair and standing desks. You can also organize walking meetings or introduce a daily one-minute plank, perhaps during your stand-up. And don\u2019t forget to provide snacks! Your service desk employees can\u2019t function on an empty stomach. And they\u2019ll love you for indulging their sweet tooth.<\/p>\n<h2 id=\"where-does-your-service-desk-stand\">Where does your service desk stand?<\/h2>\n<p>How is your IT service desk really doing? What\u2019s going well, and where can you improve your services? Do the <a href=\"https:\/\/www.topdesk.com\/en\/e-books\/it-service-desk-quick-scan\/\">service desk quick scan<\/a> to get these and more insights on how ITSM can help improve your IT service delivery.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How can you say goodbye to service desk stress? Get 5 stress management tips to help you add value to your organization while also making your employees happier.<\/p>\n","protected":false},"author":1,"featured_media":28812,"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-19459","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":28128,"blog_hubspot_cta_link":{"title":"Do Quick Scan","url":"https:\/\/www.topdesk.com\/en\/e-books\/it-service-desk-quick-scan\/","target":""},"toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Service Desk Stress: Coping Strategies | TOPdesk<\/title>\n<meta name=\"description\" content=\"Discover how to combat service desk stress and foster a positive service culture. Learn effective strategies to manage stress in the workplace here!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.topdesk.com\/en\/blog\/service-desk-stress\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Say goodbye to service desk stress | Better support, happy customers | TOPdesk\" \/>\n<meta property=\"og:description\" content=\"Discover how to combat service desk stress and foster a positive service culture. 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