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The recipe for a delightful employee experience is all about adding heaps and heaps of delightful service desk experiences. Think about it, what good is a service desk if it doesn’t solve your employees’ day-to-day tech issues? According to Forrester’s The State Of The Service Desk, 2022 report, only 66% of employees contact their service desk more than once a year. While 67% of employees who contact the service desk report being satisfied with their service desk, a third of employees state systematic tech issues make them avoid using the service desk and instead live with the issues the service desk can’t fix. These systematic technology problems are problematic because they have a direct drain on productivity and EX. These problems have persisted because of a no-brainer— the service desk and IT continue to face resource limitations and a lack of support for EX considerations in purchasing. To empower employees and reduce burnout, IT leaders must reexamine the role of the service desk to understand the full impact of EX on business operations. Below are some best practices from Forrester to improve the service desk experience. Read away.