Help Desk Analysis and Best Practices

Are your clients happy? Is your team happy?

Allow us to share our expertise!

How are you tracking your progress? What ongoing training do you provide to your team? What percentage of calls should you resolve at the Help Desk/Call Center? Are you still using the right tools or should you migrate to a new application or phone system?

Proposed Approach

The approach we are recommending is one that consists of information gathering and analysis, followed by an assessment of your strengths and initial recommendations with respect to potential areas for improvement and streamlining.

Information Gathering

In order to assess your Help Desk organization and provide appropriate recommendations specific to your environment, a thorough evaluation of your current practices will be performed on issues ranging from your recruiting practices to your service delivery.

To conduct this evaluation, we will gather information through interviews with your team members, reviewing existing documentation and observing your daily practices.


Deliverables

Once all the pertinent information is collected, we will include our findings in a detailed report including recommendations for future implementation. The Report will address the following subject areas:

Human Resources

• Skill sets required for the Help Desk Agents
• Recruiting Processes and procedures
• Training
• Operational Procedures

Business Environment

• Clients
• Traffic Volumes
• Organizational Issues

Organizational Issues

• Relationship to Other Directorates within your organization
• Relationship to External Organizations
• Service Level Agreements

Physical Environment

• Location
• Ergonomics
• Furniture Layout

Technical Environment

• Technology and Tools provided for the Help Desk Agents
• Field resources’ Technical Environment
• High Level Overview addressing the Problem Management System;
• Statistics and Options Installed with respect to your ACD Telephone System
• Relationship of the Help Desk infrastructure to your organization’s technical environment