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20 Great Ideas To Steal In 2012

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20 Great Ideas To Steal In 2012
Comments | Stacey Peterson | September 12, 2012 12:01 AM

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Help Desk Change-Up

BDO USA's help desk was a dead-end job where employees spent nearly all their time answering calls and emails, without a clear career path or challenge.

The accounting and consulting company has helped employees change that environment. Help desk staff now take turns creating the group's support schedule, attend 1.5 hours of tech training a week, and work with mentors. They're expected to create wiki content on tech topics, and high performers are coached in leadership skills. They now spend only 60% of their time on the phone, relying more on instant messaging and SharePoint.

Turnover is near zero as BDO created clearer career paths. And BDO is supporting more end users with the same number of staff.

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20 Innovative IT Ideas To Steal (2011)

20 Great Ideas To Steal (2010)

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