Help Desk Efficiency Assessment

Are IT Support ticket volumes continuing to increase, leveling off, or starting to decline?  Are you just trying to satisfy your end users or are you trying to build enthusiasm and value?  Is your IT Support Desk in reactive mode, putting out fires all day?  Is your Support Desk strategic to your business in making your end users more productive, or is your IT Support Desk somewhere in the middle? How you answer these questions will tell us where your IT Support Desk is today:

• Stage 1: Reactive Cost Center
• Stage 2: Growth & Automation.
• Stage 3: Proactive, enhancing End User Productivity

The objective of the Help Desk Efficiency Assessment is to define the present stage the IT Support Desk is in today and to create a roadmap with tools, process, and guidance to grow the IT Support Desk to Stage 3, a proactive, End User Productivity enhancing support team, as quickly and efficiently as possible. Stage 3 IT Support Desks have the following characteristics:

• Quality of IT Support calls are consistently high.
• The IT Support Desk can anticipate problems and prevent many of them.
• Continued customer satisfaction score results at a high level
• Cost per contact is below the industry/peer group average
• Industry “Best Practices” are defined, documented and in practice
• The IT Support Desk creates a positive End User Experience and positive view of IT overall.

If these are not qualities you would associate with your IT Support Desk, and you would like to increase the quality of IT support you provide while reducing IT support costs, and chaos, then the Help Desk Efficiency Assessment is the place to begin.

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The High Cost of Inefficient IT Support on the End User Experience