Goal 3: Will hire 20% more staff to expand the Help Desk team by the end of January. This will allow the team to spread the work more evenly and we then can start to plan a better schedule for the Help Desk team to work for this 24 hours shifts. This also includes hiring 2 more people for infrastructure, so we can start implementing a new cybersecurity system within our company within 2 years.
Goal 4: Have each member of the Help Desk team to make an article of solution base on one recurring problem we have within the company. This way we will have at least 6% of customers or users finding help within "Self-Help" instead of calling into Help Desk. The "Self-help" will be deployed starting from next month and each member of Help Desk will make an article base of recurring problem every biweekly and will have bonuses for each article they create and approved.
Summary To better our Help Desk Department we will need to achieve the following: Hiring more Help Desk and infrastructure staff, deploy auto-intendant, hire third-party software company to monitor calls and create a "Self-Help" link for all users to refer to instead of calling Help Desk. If there's anything you could add or suggest! Please feel free to email me at email@example.com