6 Months Interim Plan

6 Months Interim Plan

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  • Hi, my name is Zohair Abbas and I am the new Help Desk Manager. Our department needs to be more efficient for users and employees. So I am going implement some changes next 6 months.
  • Also by providing services within reasonable cost, resolving issues within fair time, and ensuring customers know what to expect from us will be our standards for customer satisfaction!
  • Having enough resources available, work load not being to high for employees and the departments costs are some major opportunities for us to look at!
  • And our Vision will be to "Strive to implement cost-effective resources that improve user and customer satisfaction."
  • Our Mission will be "To create lasting solutions to alleviate cost of IT services and better user experience."
  • Decrease employee workload by staffing more on calls over the weekend. Reducing workload by 50%. Have this implemented by January 15, 2015.
  • GOAL #1
  • Increase resources available for help-desk agents to solve issues at first call or within a reasonable time. Our first call resolution rate should increase by 80%. Have resources available by March 1, 2015.
  • GOAL #2
  • Increase knowledge of agents for helping sales agents access VPN networks; working with the technicians responsible for VPN. Have these incidents decreased to 0 and implemented by February 1, 2015.
  • GOAL #3
  • Please give any feed back in regards to our new plan! It is very Important.
  • Overall what we want to do is strive to accomplish our goals. Having a better work environment for our employees, our users will be benefitted in the end. These changes will not only help our agents but our organization as a whole!
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