Assignment Example on Help Desk Performance

How is the help desk department performing?

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From the given statistics, help desk department is performing poorly. Almost all customers recorded that they were unsatisfied. As a result, there a lot to be done by the interim manager to improve the performance. Additionally, there are many normal problems in this department relative to minor and unclassified. Subsequently, something should be done to reduce the number of the issues existing help desk department. To be precise, help desk performance determines a lot about the organization. Consequently, for any organization who desire to attain the good result, they must look and implement ways of improving the performance of this particular department (Czegel, 2015). Likewise, provided statistics shows that most occurring problems are related to systems, followed by access/login, then software and finally hardware. As the new interim manager, the supervisor should emphasize checking the kind of software used. Such services include ZenDesk, FreshDesk, Desk-com and many more.

Which specific IT Owner (help desk technician) is a high performer? Which IT Owner is the lowest performer?

Regular technicians perform lots of tasks than management technicians.

What did relevant information about the help desk you uncover from your analysis?

From the analysis given, I learned that customer satisfaction is the greatest of all when dealing with help desk performance. As well, normal problems are prioritized more than critical issues. Critical issues should be handled first as they likely to cause more harm to the organization, unlike other issues. On the other hand, there more system problems (Manly & Alberto, 2016). Based on this, the new manager should evaluate various system available for help desk and chose the best with least errors.

What recommendations do you have for the help desk?

There are many ways of improving the performance of help desk performance, and it includes the following; Firstly, it is essential to set a smart goal that is specific, measurable, attainable, relevant and timely. Goals ought to be clear and easy to comprehend. On the other hand, measurable goals should allow the agents to monitor success. Most noteworthy, a good goal should be attainable without much struggling, and if this is not so, the majority of the agents will get demoralized leading to failure (Ann Sykes, 2015). Also, it should demonstrate to the agents why that aspect should be undertaken. For instance, a goal would outline that by doing this, it will reduce the cost of operation by a certain percentage. Deadlines are essential in every, and with this, it is quite easy to measure success.

Additionally, it is recommendable to examine if the customers are satisfied or frustrated with the service you offer over the help desk. As in this scenario, the data collected shows that customers were not satisfied. On the other side, it is of great significance to evaluate if the available tools do empower the employers or IT technicians to diver better performance. Besides, building universal services is of great importance. Most noteworthy, the services offered should complement the organizational objectives and goals. As a result, the manager of the help desk will be sure that he/she will be working towards attaining the outcomes with other departments within the organization (Meeker & Escobar, 2014). For example, the help desk should include mechanisms that customers check assets. To make this easy, the interim manager might consider including a drop-down menu with the device's barcode number to the service catalogue.

Subsequently, the help desk services will become more efficient and reliable this attracting more clients. Notably, help desk management should minimize various equipment checkout points. That is to say; a single checkout point is easy to manage together with its inventories. At all cost, all workforce within help desk management should try at all cost prevent interruptions. This is very important especially if the ticketing system your organization is using is an on-premises option as there is no failsafe in case the system will break down. Remarkably, all managers should develop a way to manage the help desk operation even if the systems shut down unexpectedly. This includes incorporating cloud SaaS option to the helpdesk system. From the analysis in excel sheet, there were several system problems, and for this reason, this aspect might be helpful.

Last but not least, constant monitoring and improving performance might be helpful. There many software's that apply to the help desk. Well, good software should not only deliver efficient services but also offer tools for monitoring as well as improving the performance. Better visibility is vital to continuous service improvement. For this reason, help desk manager should utilize performance monitoring to gain further skills on how to please customers more.

References

Ann Sykes, T. (2015). Support structures and their impacts on employee outcomes: A longitudinal field study of an enterprise system implementation. MIS quarterly, 39(2).

Czegel, B. (2015). Help desk practitioner's handbook. John Wiley & Sons.

Manly, B. F., & Alberto, J. A. N. (2016). Multivariate statistical methods: a primer. Chapman and Hall/CRC.

Meeker, W. Q., & Escobar, L. A. (2014). Statistical methods for reliability data. John Wiley & Sons.