A template that walks you through the creation of a strategy.
The Help Desk Strategy aims to deliver excellent customer service by outlining the current state, vision, and objectives for the help desk.
It serves as a roadmap for enhancing customer interactions, operational efficiency, and technological innovation. The help desk is instrumental in supporting the organisation's products/services and customer base.
Current State
Overview
Staff numbers, roles, and hours of operation
Time zones served and any special considerations
Service Metrics
Includes KPIs such as average resolution time, FCR rate, and customer satisfaction scores
Uses historical data to identify areas for improvement
Technology & Tools
Details current technology like software, communication channels, and knowledge management systems
Assesses effectiveness and limitations
Vision & Objectives
Vision Statement
Aims to encapsulate the ideal future state of the help desk
Strategic Objectives
Focus on what's important.
Delivery Plan
Initiatives & Projects
Training, process improvements, and technology implementations
Timeline & Milestones
Establishes a timeline considering potential challenges and dependencies
Roles & Responsibilities
Defines roles and ownership for each initiative or project to ensure accountability and progress tracking.
Measures / Key Results
KPIs
KPIs such as reduced resolution time, improved FCR rate, and increased CSAT scores
Monitoring & Reporting
A system to track and report KPIs, including the frequency and responsible parties for sharing updates
How to Use The Help Desk Strategy Template
This strategy serves as a comprehensive guide for the help desk team to improve their service quality and operational efficiency.
Regular monitoring and updates are crucial for ensuring its success.
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