{"id":19609,"date":"2022-05-24T10:04:27","date_gmt":"2022-05-24T09:04:27","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=19609"},"modified":"2025-06-02T15:13:43","modified_gmt":"2025-06-02T14:13:43","slug":"stressful-moments-at-the-service-desk","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/stressful-moments-at-the-service-desk\/","title":{"rendered":"5 stressful moments that anyone working at IT service desks will recognize"},"content":{"rendered":"

There are plenty of great things about working in IT service management. Working closely with your end-users, making their lives easier, finding creative new ways to innovate. But we\u2019d be lying if we said that it was always plain sailing at the service desk.<\/p>\n

So, in no particular order, here are 5 stressful IT moments that anyone with ITSM jobs will recognize.<\/p>\n

1. Security scare<\/h3>\n

This is every IT professional\u2019s nightmare. Whether it\u2019s an employee who has taken \u201cworking from home\u201d to mean \u201cusing a work device to stream the latest HBO show on dodgy websites\u201d or an ex-colleague holding onto their old laptop as a souvenir, any kind of data breach is bound to send the service desk into disarray. Of course, you\u2019d like to educate your end-users to prevent breaches<\/a> from happening in the future, but where would you find the time?<\/p>\n

2. Groundhog Day<\/h3>\n

Working at the IT service desk can feel repetitive, especially when you\u2019re on your 12th\u00a0password reset<\/a> before you\u2019ve even managed to grab a cup of coffee. And dull, recurring tasks like these\u00a0aren\u2019t just annoying when you\u2019ve got more important work to focus on; they\u2019re expensive, too.<\/p>\n

3. Demanding end-users<\/h3>\n

You love your customers \u2013 after all, who else do you do it for? But they can be a teeny bit demanding sometimes. And with the consumerization of IT leading to a rise in customer expectations<\/a>, it\u2019s no wonder.<\/p>\n

While you\u2019d love to be able to resolve every issue for every caller straight away, sometimes that just isn\u2019t doable, especially when you\u2019ve got more pressing incidents to manage first. (Sorry, David from Marketing, but your broken headset issue might have to wait a few moments while we deal with this data breach.)<\/p>\n

4. The dreaded walk-up<\/h3>\n

Let\u2019s set the scene: You\u2019ve got a flawless service desk system in place. Employees lodge requests via incidents and your team diligently works through them. Well, most of them do. Some colleagues are a little more difficult to convince when it comes to using new technology \u2013 they\u2019d prefer to speak to a \u201creal person\u201d to help them solve their issue. And, while it\u2019s understandable, there\u2019s nothing more stressful than dealing with a walk-up when you\u2019re already snowed under with incidents.<\/p>\n

5. Firefighting<\/h3>\n

Okay, so this one isn\u2019t exactly a moment, per se. But working reactively and dealing with incidents<\/a> as they come, without being able to prevent \u201cfires\u201d from happening in the first place, is a major cause of service desk stress. Constantly preparing for the next emergency can take a real toll on your wellbeing and even lead to burnout if left unchecked.<\/p>\n

Does this all sound a bit too familiar?<\/h3>\n

You\u2019re not alone.\u00a0To keep up with increasing demands, IT departments need to find a new, smarter way of working. But how do you find your first step when you\u2019re working reactively?<\/p>\n

Our suggestion? Start with your mindset. If your IT department is struggling to keep up with service demands, it doesn\u2019t mean that your way of working is all \u2018wrong\u2019. But it does mean it\u2019s probably time to switch things up. Are you ready for a mindset shift<\/a>?<\/p>\n","protected":false},"excerpt":{"rendered":"

There are plenty of great things about working in IT service management. Working closely with your end-users, making their lives easier, finding creative new ways to innovate. But we\u2019d be lying if we said that it was always plain sailing at the service desk. 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