The Service Desk affords real career prospects and growth opportunities compared to five years ago, according to recent research* jointly commissioned by the Service Desk Institute and Hornbill Systems, a leading supplier of enterprise service management software. The research cites that up to 50% companies now use psychometric testing on IT recruitment candidates, placing greater importance on an individual's potential to grow within the organisation. There has also been more emphasis on personal skills when recruiting than qualifications, reflecting the importance of the 'human' side of the modern day IT service desk.

Organisations are also operating a policy of reward and recognition to motivate and retain staff. More than 57% are building this into their recruitment packages, against previously recorded figures of 37%. The resultant figures show that service desk staff are staying longer in their roles, with the research demonstrating that many staff view the service desk as a career path towards a technical career within the organisation.

According to Patrick Bolger, Chief Marketing Officer at Hornbill Systems; "The last five years have seen a shift in the role of the service desk. The delivery of business goals is often underpinned by the success of the IT infrastructure, which has elevated the importance of IT and the service desk to be central to an organisation’s success.

"While technology has been an enabler for many service desks to run successful support functions, there has also been recognition that the human touch – service desk personnel – is what delivers customer satisfaction. Good systems and working practices must support service personnel and empower a personalised service – but interpersonal skills are what counts. The successful career opportunities that have opened up reflect this change."

The research also shows that many organisations are investing in IT staff training and development, demonstrating the long-term commitment to developing the workforce. Figures quoted report that there is a 300% increase in delivering structured and comprehensive training programmes.

Hornbill’s new White Paper,
"The Changing Face of the IT Service Management Profession" is available on Hornbill's website or please contact marketing@hornbill.com.

* “The Changing Face of the IT Service Management Profession”, a new White Paper commissioned by Service Desk Institute, Service Desk & IT Support Show and Hornbill Systems. Published April 2008, Author, Brian Wall.