Service Desk Onboarding Training Environment

Abstract

Low qualification of employees newly hired to service desks contributes to the high turnover of service desk agents and consequently to low quality of services delivered. This paper proposes a conceptual artefact comprising two modules for tacit knowledge elicitation and knowledge transfer during the onboarding training process. The design of the artefact follows the design science methodology. Ex-ante evaluation methods are chosen to evaluate the importance of a problem domain and evaluate the artefact feasibility. Expert interviews and focus group discussions with experts from the field were performed to support the evaluation activities. The proposed framework uses eye-tracking technology to complement captured knowledge with tacit knowledge. Next, the proposed model incorporates a simulated environment for enhanced training experience and effective knowledge transfer from expert employees to novice ones. This paper and the proposed artefact aim to improve the training process of service desk employees and to contribute to wider use of tacit knowledge capture and elicitation techniques in IT service management.