Service Desk Survey

- saving your time and increasing user satisfaction...

If you are responsible for the operation of a Service Desk or Help Desk, you are often faced with the daily challenge of identifying what is required to operate, optimise and develop a Service Desk function for the benefi t of both your enterprise and end users.

The following questions will often arise:

• How can we increase efficiency and satisfaction among end users/customers?
• What are the Service Desk success criteria (KPIs)?
• How can we optimise or adapt our processes to ensure they support the delivery?

It is a great challenge to solve the above issues in the best possible way while at the same time considering employees, processes and technology – factors which make up the framework for the delivery to the end user.

How can we help you?

In most cases, efficient problem solving and communication should be initiated by collecting data, ensuring that in-house discussions are based on facts, not feelings. Today, most enterprises operate a Service Desk function and are currently optimising their processes (e.g. ITIL).

Yet, how do you gather information about user experiences of the Service Desk? How do you administer the collection and reporting of data? And how does your enterprise maintain the broader perspective, ensuring that focus is on the most important challenges and tasks? This is where IT Optima may help you...