A Helpdesk without Calls… What next?

A Helpdesk lives on it’s incoming calls, but all good support functions should be striving to reduce those incoming calls because it shows an improving technical environment and staff with better technical ability.

So, once you’ve implemented automated account management, trained staff in their product set, secured and controlled the desktop, etc, etc, iimplemented highly available systems, and the calls have actually reduced… What next for the Helpdesk?

Maybe the Helpdesk could be shrunk in size, but that’s not a great incentive for the team to drive down incoming calls! Much better to utilise that existing resource to do other things to support the business’ technology, but what?!

So, what should we be getting Helpdesks to do once call volumes have been successfully driven down?