Gartner Research

Introduction to Experience Engineering – Training Document for the IT Help Desk

Published: 08 September 2014

ID: G00339519

Analyst(s): CIO Research Team


This is a training document to teach IT Help Desk staff skills needed to deliver a low-effort support experience to the end user. As IT organizations strive to improve its relationship with the business, it becomes increasingly important for IT help desk functions to minimize the effort of end users when reaching out to IT. Research shows that a customer’s perception effort is driven one-third by what customers have to do during a support interaction and two-thirds by how they are made to feel. Fortunately for IT help desk employees, they have direct control over the “feel” portion of the effort equation. As a result, they need to master a new set of skills aimed at engineering positive experiences and reducing customer effort. This training is aimed at teaching IT help desk staff experience engineering skills needed to deliver a low-effort support experience.

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