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Help Desk Storyboard
Updated: 11/22/2019
Help Desk Storyboard
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  • Hi there! I'm Shanelle, the IT manager of the George Wright help desk. I would like to share our new operations plan for our help desk!
  • Before we begin I would like to remind everyone of our mission and vision as this is plays a key role in our operations plan.​Here is our mission statement: Our journey begins with our mission to deliver outstanding technical support and customer service to our users to their satisfaction.Our vision statement: As our journey continues, our vision is to be the best IT company in Toronto by 2024 by resolving user issues in a timely manner with the help of industry-leading solutions and expert Help Desk staff.
  • Our operations plan focuses on improving the efficiency and productivity of the help desk to better assist users. Some of our goals include, installing a new automated ticketing system and providing more training to our help desk agents. We chose these goals because we feel they will have a huge impact on both users and helpdesk agents.
  • Implementing a new automated ticketing system will benefit help desk agents by increasing their productivity and efficiency. The new ticketing system will reduce the manual labour of entering redundant information in tickets. This means the agent will have more time to assist users.This will be done by incorporating processes from the HDI SC manual. These processes include, creating a documented process to log incidents and requests, investing in dependable and practical technical infrastructure system, categorizing incidents and requests, and implementing a new standard resolution time.
  • As I mentioned before, we will also be providing more training to our help desk agents. This will benefit our help desk agents by adding to their skillset and by making them more productive efficient when dealing with incidents and tickets. This means agents will be have more knowledge to assist users.The processes that we will utilize for this project include, Orientation Training Plans, Ongoing Skill Assessment and Training Plans, Performance Management, and Job Descriptions.
  • To learn more about our help desk operations plan go you have any questions please send us an email at you for your time!
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