Question re: Help Desk Surveys

Governance

Christine (Sellers) Morris Executive Director| Transperfect Life Sciences Solutions Raleigh, Nc, United States

Hi Everyone,

I received the following message from a member of one of my GIGs, and was hoping to solicit some feedback from a broader audience since this is not my area of expertise.

Any assistance would be greatly appreciated!

Thanks,
Chris

"Christine

I need your guidance in developing a checklist to measure the health of helpdesks on a scale of 1 to 10.

I can think of performance parameters and quality parameters (Voice and Ticketing scores) only, but this does not seem to be sufficient. Appreciate if you can give some inputs on this.

Thanks
Sumit"

Posted: May 10, 2008 10:58 PM

Sort By:

Christine (Sellers) Morris Executive Director| Transperfect Life Sciences Solutions Raleigh, Nc, United States

Hi Sumit,

This may not be exactly what you are looking for, but I did find a Help Desk survey example on QuestionPro that would be something to build from in soliciting feedback from your end users.

Still looking...

Posted: May 11, 2008 7:19 AM

Dave Garrett

PMI Team Member

Senior Advisor to the CEO| PMI Sterling, Va, United States

It's pretty easy to find material on Helpdesk Performance Metrics, but it sounds like Sumit is looking for higher level/softer metric stuff like the customer satisfaction survey that Chris found. If he is looking to go even higher level still, I ran across a couple of balanced scorecard examples that might be helpful. Sumit, if these don't get you moving in the right direction I would suggest going back to the person you work for and asking for clarification/specifics.

Posted: May 11, 2008 11:02 AM

Sumit Kumar Rai Bangalore, India

Hey

The idea of balanced scorecard is close to what I was looking for. I have a framework of metrics and parameters to build on.

It would be helpful if you can tell me how to give weightage to team governance model and the tenure of analysts in a team.

Thanks
Sumit

Posted: May 18, 2008 2:12 AM

Dave Garrett

PMI Team Member

Senior Advisor to the CEO| PMI Sterling, Va, United States

Sumit,

I think you're getting down to a granular level where only people inside your organization could help you. Specific measures and weighting are something that depend upon what matters most in that environment. It's going to be subjective, but should be defensible.

Best,

Dave
Saving Changes...

Posted: May 18, 2008 8:06 AM

Sumit Kumar Rai Bangalore, India

I will initiate a discussion. Thanks for the advise.

Sumit

Posted: May 19, 2008 1:40 AM

Please login or join to reply

Question re: Help Desk Surveys

Sponsors

Vendor Events

Guessing is not a strategy: How to build decision velocity with AI and real-time data

Newsletters