Helpdesk assignemnt
Storyboard Text
- Hey! I'm Sayan, manager of IT at SS Tools incorporated. I lead a team of support specialists and today I want to share some of our goals to our Operations Plan!
- One of our main goals for the fiscal year is to reduce the average incident resolution time by 5 %. Starting January 1st, 2024. This goal allows us to get our employees back to being productive in their roles ASAP. Less downtime due to tecnological disruption allows for more time to work!
- To help with this goal, we will implement a ticketing system and document the closure of incidents and the time taken. We will also gather user feedback and record internal input. Our team is also planning on implementing a knowledge management and self service system for the whole company!
- To measure the objectives we put in place we will be introducing three key measurements: Incident Resolution time, first contact resolution rate and self-service effectiveness.
- Another goal for the next fiscal year is to reduce the cost per incident by 5% starting January 1st 2024. The goal of every business is to be profitable. If we can implement and succeed with this goal, the IT department plays a big role in cost savings for the company!
- Similarly to the last goal, we plan on using three measurements to help us understand how effective these new processes are. Those measurements are: assessing the cost per unit, first contact resolution rate and self-service effectiveness.
- To support this goal we will implement four new processes. To start off financial resources will be made available to the team, the finance team will assist in creating a budget. A Workforce management tool/system will be implemented to help staff agents more effectively. A helpdesk management tool with self-service will also be put in place followed by a clear and defined Service Level management System.
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