Can you describe a time when you improved the efficiency of the service desk operations?
Competency
Operational Efficiency
Problem-solving
Leadership
This question is crucial for evaluating your ability to enhance operational efficiency, a key responsibility of a Service Desk Manager.
How to answer
- Use the STAR method to structure your response: Situation, Task, Action, Result.
- Describe the specific inefficiencies you identified within the service desk.
- Explain the steps you took to implement changes or improvements.
- Quantify the results of your actions, using metrics where possible (e.g., response time reduction, customer satisfaction scores).
- Highlight any tools, processes, or methodologies you used to achieve these improvements.
What not to say
- Avoid vague descriptions of problems without specific examples.
- Don't take sole credit for improvements; acknowledge team contributions.
- Refrain from discussing changes that did not yield positive results without a learning perspective.
- Steer clear of focusing entirely on technical aspects without mentioning impact on users or the service desk team.
Sample answer
“At my previous position with TELUS, I noticed our ticket resolution times were lagging due to ineffective prioritization. I introduced a new ticketing system that categorized incidents based on urgency and impact. By training the team on this new system and establishing clear SLAs, we improved our resolution time by 30% within three months and increased customer satisfaction ratings from 75% to 90%.”