Magicale International Inc.
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HELPDESK HEALTHCHECK
       
   
MAGICALE VISION

Magicale will provide Solutions, Training and Recruitment services to develop a Service Model of Excellence for the Helpdesk and Service Industry in Barbados and across the Caricom. We will establish a central pool of Customer Centric personnel to influence service provision across the Caricom.

As Helpdesk Industry Influencers we will walk our customers through the full lifecycle of Helpdesk provision whilst also analysing and influencing all Customer Care provision within an organisation to ensure maximum measurable Customer Satisfaction.

  
       
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free helpdesk healthcheck
 

Interested in finding out how well your current Helpdesk model is performing? Complete the following Helpdesk Healthcheck questionnaire and return to us to receive a free (no obligation) Healthcheck report.

Below is a list of areas, which complete the model of the Helpdesk. Please tick Y or N as to whether you feel you have issues with the following areas (including availability of documentation) and indicate the priority these issues represent toyou, the highest priority scoring 1 and subjects that are not a huge issue scoring 5.

 
 
HELPDESK OBJECTIVES
ISSUE
PRIORITY
Targets
Objectives
Mission Statement
Management Expections
OPERATIONAL REQUIREMENTS
Working Hours
SLA's
Supported Apps List
Workflow
Call/Complaints/Escalation
Processes/Procedures
 
CALL DATA ANALYSIS
Trend Analysis
Volume Analysis
Major Outage Analysis (P1's/S1's)
User Analysis
Growth Analysis
Top Ten Faults
Top Ten Users
CUSTOMER REQUIREMENTS
Customer Escalation
Priority 1's
Monthly Survey
Quartley Survey
STAFF REQUIREMENTS
How many needed
Skill sets required
Training required
Career Structure
Motivation
 
TOOLS
Helpdesk Software:
Functionality - What can it do
Setup - It's configuration
Usage - How to use it
Customer Interface:
How customers place their calls
Knowledge Base:
Does one exist?
Is it utilised?
 
INTERACTION WITHIN IT DEPARTMENT  
Helpdesk with customer
Helpdesk with other resolver areas
Helpdesk with 3rd parties
Customer with other resolver areas
Team/Department meetings
Stat analysis - Inter group (IT)
User Group Meetings
 
ENVIRONMENT
Location
Space
Suitability
Profile
Visibility
 
PR & MARKETING    
Publication of:
    
Statistics/Trend Analysis
Newsletters
Staff awareness of customers
Customer awareness of staff
Proactive Handy Hints
Strong Executive Sponsor