Question

Use a variety of online resources to learn about employee retention of help desk and user

support workers. You could research questions such as:

What are common reasons help desk employees leave their positions?

What is the average annual turnover rate among help desk workers?

What kinds of programs do successful employers offer to retain help desk workers?

What kinds of worker benefits would make help desk workers more likely to stay in an

existing position?

Are help desk employee retention programs effective?

Prepare a slideshow presentation that you could use to highlight your findings and

suggestions. Make your slideshow an example of your best professional work.

Answer 1

(Use The Following Answers To Create A Slideshow Presentation - Each Slide Can Discuss One Question)

What are common reasons help desk employees leave their positions?

Ans: Some of the common reasons are:

• Repetitive work and monotony
• Low pay
• High stress
• Better opportunities in other organizations
• Rigid management which is not understanding
• Lack of personal informal relations at work - Employees continuously have to interact with strangers
• Not given enough opportunities to take part in events of development of help desk

What is the average annual turnover rate among help desk workers?

Ans: 30 to 40%

What kinds of programs do successful employers offer to retain help desk workers?

Ans: Some examples are:

• Job Rotation: Employees should be assigned to different tasks/responsibilities on regular intervals like documentation, phone calls, service calls, special projects, etc to reduce work monotony and repetition.
• Break Time: Employees can be given some free time when they can relax.
• Encourage Interaction Between People: Employees should be allowed to visit other areas, meet other people and learn their work to build more personal and informal relations.
• Flexible Shifts: Employees can be given shift flexibility as per their needs.
• Learning Opportunities: Employees should be provided new learning opportunities on regular intervals.
• Contracts/Agreements: As the employing company is investing money in training the employees, they ask the employee to sign a contract/agreement that states that if the employee leaves the company, he/she has to pay the amount invested in training (or a part of it).

What kinds of worker benefits would make help desk workers more likely to stay in an existing position?

Ans: Following worker benefits can be useful:

• Good compensation
• Performance incentives
• Training Opportunities
• Reimbursement for training/certifications
• Sick day leaves
• Paid vacations

Are help desk employee retention programs effective?

Ans: These programs have been proved to improve retention but to a limited extent. More research is needed to find out the deeper core reasons and patterns of annual turnover.