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Hi my name is Sam Lota and I am the Heldesk Manager at IT-HELPDESK.INC. The reason for the plan is to provide excellent IT service to our clients in a reasonable time. The customer service criteria are 1. Resolutions reached in a timely manner 2. Measure customer satisfaction scored 3. Provide customers with surveys We will be basing our operation plans on HDI and ITIL for the year of 2018. 1. We will implement new technologies for our helpdesk technicians to help clients in a more effective way. 2. We will train our helpdesk staff so they can work in a productive way. 3. We will make sure that our helpdesk team resolves the issue from the initial call.
Mission: To provide sound technical service to IT clients Vision: To be one of the best IT firms in the country and provide clients with a service that cannot be matched. So they can focus on much important things instead being worried about their computers.
Smart Goal 1 We will increase employee productivity by 7% in the first year of having clients, So clients can get the latest software’s and hardware, at a reasonable time. This goal will begin in March 2018 to October 2018. The user benefit would be that they will recieve the latest software and hardware which is a good thing because technology is getting more advanced each year and if your technology is not up to date you won't be a productive.
Smart Goal 2 With the increase of clients we will expand our technicians’ work space, to better provide accommodations for our clients and the aspect of our growing business. This will begin May 2019 to October 2019. The user benefit for this one would be that our clients get a better interaction with our helpdesk team. When clients come over to our building to get their computers fixed they can meet with the technician in a meeting room.
Smart Goal 3 The goal for this operation is to refresh our helpdesk technology to better serve our clients. They will get new machines and establish remote service to our clients, which will increase user’s satisfaction, we will start on May 2019 to December 2019. The user benefit is we want our clients to get a faster service by remoting on to clients machines and resolve their issues in a more effective way. This would save a lot of time and clients will be more satisfated.
Smart Goal 4 & Thank You We will increase first contact rate by 5% so customers’ receive quality service. Start date is March 25 2019 to end date May 2 2020. The user benefit for this one would be when our clients call the helpdesk they would get the resolution during there first interaction with the helpdesk team. Thank you for reading my storyboard have a nice day!! Any sort of feedback is much appreciated.
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