Now, identify help desk job stressor FACTORS. Based on your on your understanding of help desk operations and job stress, make a list of 10 different FACTORS (like office politics – employees who are paid more believe they are superior, rude co-workers who don't do their own job) in a help desk environment that can increase or decrease the job stress experienced by agents. Define in a sentence or 2 sentences what each of your 10 factors is and means.
Professor Delia P. Joseph
Factors leading to Job stress in help desk environment
i. Pay and remuneration discrimination – when an individual feels they are underpaid as compared to others within or outside the organization.
ii. Lack of promotions and career growth – a person may feel they are not being considered for promotions as they deserve or their career has stagnated.
iii. Strict rules and regulations – when an organization has very strict and maybe oppressive rules and regulations guiding employee behavior and contact.
iv. Peer pressure – an individual may get stressed from peer pressure when they feel they are not at par with their peers.
v. Excessive management control – when the leadership and management exert unnecessary control over employees.
vi. High expectations from family – an employee might be under pressure from family expectations may be to grow up the corporate ladder, have family, or own property.
vii. Being impatient and aggressive – when an individual wants results instantly rather than such as promotion and the same is not coming might lead to stress.
viii. Personal financial problems – an individual under financial turmoil might easily get stressed and the same be transferred to the work environment.
ix. Sudden career change – unexpected career change especially on a downward trajectory might lead to stress. A manager being moved to be a help desk agent would easily get stressed.
x. Monotonous nature of job – help desk job can easily be monotonous when one is doing the same thing over and over again thus leading to stress.
xi. Lack of confidentiality – more often help desk environment being in an open office set up might lack confidentiality thus lead to stress.
xii. Unsafe working environment – when the help desk environment isn’t safe, agents might get stressed wondering about their life safety.
Organizational factors can be a source of job stressors. As an organization grows, challenges and opportunities evolve. Help desk agents as well face these challenges. Organizational factors causing stress include peer pressure, strict rules and regulations, excessive management control, and discrimination in pay.
Job stress can also originate from individual factors which then transfer the same in a job setup. An individual experiencing personal challenges would easily be stressed. The same would be seen in how they work or relate to colleagues at work. Some individual factors which can lead to stress include personal financial problems, impatience, and sudden career change.
Stress can also come from job concerns. These are factors directly related to the job. Help desk agents for instance might develop stress from factors directly related to their day-to-day activities such as tickets closure and issues resolution. Some factors under this category include monotonous job, unsafe working environment, and lack of confidentiality within the workspace.
Prachi, Juneja (2015). Employee Stress – Strategies for managing stress at workplace. Management Study Guide Content Team. https://www.managementstudyguide.com/how-to-combat-stress-at-workplace.htm
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