What causes a help desk to offer such degraded service that a user would rather not report an issue than try to have it resolved? This is not a simple question to answer, as there are many factors that lead to such a dismal situation. But what tends to connect them all is culture: show me a user who doesn't want to call her help desk, and I'll show you a help desk organization with poor culture.
Poor culture is reflected in ineffective management, unmotivated and disconnected employees and an overwhelmingly negative feeling in the air that leads to staring at the clock as the minutes tick by. The goal of the service reps is to make it through the day with as little pain as possible, their paychecks the only thing causing them to show up every day. Is it any wonder users would rather not call in?
