Dear
Amy,
Physical space is valued by the analyst but usually comes at a premium for the business. Since the help desk is primarily a cost to the company, any additional overhead associated with it, including office space, is usually kept to a minimum. Working in a help desk environment is often more difficult when adequate space is not provided to the analysts. Other analysts conversations can be overheard by the customers, and it can be difficult to concentrate on the customer with multiple distractions. Space calculation is therefore an important part of establishing a help desk. There are multiple sources of advice on the correct space requirements based upon the type of support that is provided:
- Call Centers
- 35 - 45 sq feet, height 42" (Source: Call Center Handbook by Keith Dawson ©2003, Telecom Books)
- 6' by 6' by 1.5 (Source: Designing the Best Call Center for Your Business by Brendan B. Read ©2005, CMP Books)
- Technical Support
- 8' by 8', height 6' (Source: A Guide to Computer Support by Fred Beissee, ©2004, Course Technology)
Notice that technical support requires more space than call centers based upon the requirements for extra books, equipment, etc. In the Call Center layout you will also notice that there is limited room and basically all that fits is the equipment, desk and a chair.
In addition to the physical space, the location of the help desk is equally important. It should be accessible, provide an open environment with some windows, adequate lighting to prevent eye strain, the ability to collaborate with each other over short walls and at the same time provide privacy from public areas with tall walls. Common traffic through the help desk should be avoided, limiting the amount of additional conversation and distraction. However, having a space for analysts to take a break and relax is often very helpful to create the right work environment.
Help desk environments can often become very stressful leading to a poiseous level of stress. Without adequate workspace, analysts will reach a level of discomfort that could very quickly lead to poor communications with customers. Most help desk environments that I have seen provide at least 6' by 6' space with a adequate desk and file/shelving for books and reference materials. Environments with less than that are almost always providing less troubleshooting and more dispatch types of calls. Although an 8' by 8' space would be ideal, few companies provide this much space to technical analysts.
The Doctor |
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