Cherwell IT Service Management Blog
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Service Desk Support — Learn from 2012 Olympic Volunteers

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As a sports fan, and a true Olympics enthusiast, I, like millions of others, was glued to the TV these past weeks watching Usain Bolt deliver sheer awe in the 100 and 200 metres and Michael Phelps become the most decorated Olympian. But, there were lots – 70,000-odd actually – of other “game makers” who played a very important role in making the 2012 London summer Olympics truly spectacular.  They are the “front of house” staff — the face of the Olympics — and if you were lucky enough to get tickets to the Games, you’d find them at train stations, London tube stops, and at the venues themselves.

These are the people who wore the official purple and red tops and khaki trousers. Yes, I’m talking about the volunteers.

What all Brits who attended the Games continue to mention is the welcoming, helpful, friendly, and enthusiastic disposition of these “front of house” staff.  And, it was genuine. I remember one particular volunteer at the ExCeL venue with a “foam finger” and a wide smile telling visitors “you’re almost there” as he helped direct visitors to the entrance.

Now, what if 1st and 2nd line service desk support thought of themselves as “game makers”?  How would that impact someone’s experience with the service desk and their view of the IT department as a whole?