How to retain a helpdesk analyst
I like the idea of putting someone on the phone with an irate, unreasonable customer as part of the interview. That's a great way to filter out those who aren't suited for this kind of work.
As far as retention goes, I believe that if you createa good working environment which considers the difficulties of such a job, you will retain people.
Three suggestions:
1. Soundproof booth for the helpdesk analyst, with a speaker phone. (I can last a long time if I can use a speaker phone.)
2. Cordless headset for each helpdesk analyst, so that they can go get a cup of coffee at any time if they want to.
3. Letting the helpdesk analyst spend part of his time as a hands-on technician, so that he is actually out there getting hands-on experience. One of the main frustrations of being a helpdesk analyst is that you are supposed to be an expert on the subject matter, but you never get the chance to learn it by hands-on experience.
