Help Desk Assignment

Help Desk Assignment
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  • Our plan for lengthening help desk hours is for the purpose of improving work environment productivity as well as customer satisfaction. On top of that we want to improve the self help on our website so no customer’s time is ever wasted. 
  • Hello there, my name is Michael Boufaical from AllTechHelpDesk here to fill you in on all you need to know about us.
  • 1. One factor we can implement that benefits customer satisfaction is Accessibility. 2. Another important factor for customer satisfaction is through Feedback. 3. lastly keeping a log of solutions allows our staff to help give users quick solutions.
  • In the debate HDI SCC versus ITIL there is no clear better choice. In fact, I find if one were to implement practices from both they can be just as successful.
  • HDI SCC = ITIL
  • Mission: Here at All Tech Help Desk our goal is to provide students the best support with their technical issues. Vision: Our future is to include a 24-hours help desk service for all Sheridan students as well as lowering the call wait time by 20%.
  • 1. Reward system for customers to increase customer satisfaction by 5% ,Start on January 3 2019 till end of fiscal year. (Customer benefit: Users will receive free prizes for completing surveys.) 2. Increase employee satisfaction by 5% starting in 2019 to fiscal year end (Customer benefit: Happy employees treat customers with respect.) 3. Will implement service automation systems to improve customer response time by 5% Starting in 2019 till the end of the fiscal year. (Customer benefit: User will have the choice to save time by helping themselves.) 4. We will decrease the overall cost of the help desk by 5% by the end of the fiscal year.  (Customer benefit: A decrease in cost will allow us to focus more funding on customer service and satisfaction.)
  • In summary we want to be the most useful Help Desk for our users by lengthening our hours of operation, implementing a user reward system, and increase employee satisfaction. We also will implement a service automation system and decrease help desk expenses in order to focus more funding on users. We hope to provide stress free service to all students by giving them accessibility all things that might help them succeed, keeping a log of solutions for quick issue fixes and being open to feedback.  please send any feedback to our help desk website
  • This has been Michael Boufaical Letting you know about AllTechHelpDesk.
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