Three cheers for the Helpdesk!

I’ll begin by saying that our helpdesk system rocks! At this moment, we have only 16 total requests in queue, and most of those requests are project related. Our system has allowed us to stop being fire fighters all of the time; and become a proactive IT team.

About two years ago we implemented an IT Helpdesk system. The system included helpdesk software (ServiceDesk Plus from adventnet.com), an actual desk (counter area in the hallway with an office and workbench in an attached room), and a helpdesk email address and phone number. We got our pastors and administrative staff on board, and was given the go ahead. We gave our staff three ways to contact the helpdesk – by phone, email, or walk up. Our helpdesk software has the ability to notify one or more IT staff by email or SMS text whenever it receives an email request; and the helpdesk phone can be forwarded to the cell phone of whoever is on helpdesk duty.

As I said above; the helpdesk is actually in the hallway. This hallway is constantly filled with people trafficking back and forth to events, groups, funerals, weddings, and other Church stuff. Because of this, the “IT” helpdesk gets bombarded with non IT questions – “can you tell me where room 200 is?” “Excuse me; where is the restroom?” “Do you know where I can find Pastor Bob?” “Can you tell me when Mom’s study starts?” – You name it, it’s been asked. Not only that; but the helpdesk is often a place for one staff person to ask where to find another staff person. My guess is that only about 10% of the questions asked at the helpdesk actually pertain to IT. Does this sound like a good place for the helpdesk? Well… probably not. We originally adopted this space because it was simply the only space in the building for us. We took what we were given and attempted to turn it into something useful.

Now; I have to stop here and explain something… Not only does someone have to man the desk in the hallway; in our case that spot had to become a permanent space for some brave soul. That someone is Dave, and Dave’s “office” IS the desk in the hallway. So much of the credit for the success of our helpdesk system goes to the one who gets asked all of those non-IT questions; the one who has to try and concentrate through all of the distractions while compiling asset lists, troubleshooting problems, and trying to stay ahead of the learning curve. Much of the helpdesk success goes to Dave, who graciously answers each question, passionately puts out fires, and still finds time to share a prayer (or a Dilbert cartoon) with a staff member.

Another reason for our success is a person that I hired about a year ago. Paula came on board after Jeff Berg left to run his new business, Ministry Centered Technologies. Paula gets to help with helpdesk (as do we all), but mainly gets to work on projects. Now, these are the kind of projects that every IT department has – pie in the sky projects that usually sit in the “someday” task list because of lack of time and resources – important projects that are just plain hard to get done. Paula is tenacious when it comes to projects, and she always finds a way to get it done.

So with Dave being the hub of the Helpdesk and my shield, Paula tackling under-budgeted, under-equipped projects with flair and enthusiasm, and our software keeping us all informed and organized; we’re able to do our part in making ministry happen. So – three cheers to the helpdesk!!!