Help Desk

  I am the Help Desk Supervisor Reason for the Plan Reduce response and resolution times Improve user satisfaction Standardize processes Enhance communication within the IT support team Mission Provide quality support delivering first-contact solutions for users. Vision To be the help desk standard of the industry Smart Goals Increase First Contact Resolution rate by 10% by December 31, 2025. Benefit: Faster help from right agent. Decrease Incident resolution time by 15% by December 31, 2025. Benefit: Issues solved quicker. Increase Customer Satisfaction Results by 8% by December 31, 2025. Benefit: Users feel happier after support. Decrease Backlog by 20% by December 31, 2025. Benefit: Less waiting for service. Increase Staff Satisfaction by 10% by December 31, 2025. Benefit: Better service from engaged team. Feedback Please share feedback on this overview. Email: ezekiel@sheridancollege.ca Tel: 555-123-4567