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Texto del Guión Gráfico
- Hello, my name is Naveed Mohammed-Ali and I am your IT Help-Desk manager. In this video I will present to you the IT Help-Desk goals and benefits to you for the upcoming fiscal year.
- Introduction
- The reasons for the IT Helpdesk Operations Plan for the upcoming fiscal year are:To keep all relevant staff informed.Clearly present tasks and responsibilities aligned with goals and objectives.Better understanding of inter-department expectations.
- Operations Plan
- We plan to adhere to the following best practice industry standards:HDI SCC – Help Desk Institute Support Center Certification.ITIL - Information Technology Infrastructure Library.Reasons for following HDI SCC and ITIL best practise standards are:Stronger alignment between IT and business.Improved service delivery and customer satisfaction.Reduced costs through improved utilization of resources.Better management of business risk and service disruption or failure.More stable service environment to support constant business change.
- Standards:HDI SCC – Help Desk Institute Support Center Certification.ITIL - Information Technology Infrastructure Library.
- The Mission for the IT Helpdesk is to deliver IT Support Services to ensure users can remain productive, and The Vision for the IT Helpdesk is to Create a perfect blend of human and IT-powered support.
- Mission & Vision
- The People Management Goal of the IT Helpdesk is to implement Operations one-year plan and achieve by the end of this fiscal year a 3% improvement in employee satisfaction as measured by the Employee Satisfaction Survey.The benefit to the user is increased job satisfaction and productivity.
- Goal #1PEOPLE MANAGEMENT3% improvement in employee satisfaction.
- The Resources Goal of the IT Helpdesk is to improve the total incident resolution time by 3% by the next fiscal year. The benefit to the user is less wait time to resolve all your incidents and service requests.
- Goal #2RESOURCESImprove the total incident resolution time by 3%.
- The End-User/Customer Goal of the IT Helpdesk is to increase our End-User/Customer survey satisfaction by 1.3%, by the end of this fiscal year. The benefit is users is that you are happier and more satisfied at work
- Goal #3END-USER/CUSTOMER Increase our End-User/Customer survey satisfaction by 1.3%.
- The Cost Goal of the IT Helpdesk is to reduce cost per end-user by 2.5%, by the end of this fiscal year. The benefit to users is that more resources are available for you to use.
- Goal #4COSTReduce cost per end-user by 2.5%.
- The Quality Goal of the IT Helpdesk is to reduce the number of reopened incidents by 3%, by the end of this fiscal year. The benefit to the users is that less time is wasted and they can focus on being productive.
- Goal #5QUALITYReduce the number of reopened incidents by 3%
- The Effectiveness Goal of the IT Helpdesk is to decrease incident resolution time by 3%, by the end of this fiscal year. The benefit is users have less disruptions and work downtime.
- Goal #6EFFECTIVENESSDecrease incident resolution time by 3%.
- As outlined on this website, we hope to achieve these 6 goals of our IT Helpdesk operations plan over the next fiscal year.I would appreciate any feedback and be happy to answer any questions, so please email me at nma@ithelpdesk.ca or call me at phone number (555) 555-5555 Ext 222.Thank you for watching.
- QUESTIONS & FEEDBACK
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