A maturity assessment is a tool companies use to determine their maturity compared to industry standards. We recommend the outlined steps to determine your Help Desk’s maturity level.

This chapter 3 guide presents the general overview steps for selecting, obtaining approval, and implementing Help Desk improvement projects. 

In this chapter 4 guide, we discussed the steps to build your department’s mission statement.

We discussed the basic organizational and support structure processes at the Help Desk in chapter 5. This worksheet is a checklist to review the organizational and support structure processes you have in place and to determine what areas of improvement are needed.

A significant factor in employee engagement is the supervisor-to-staff ratio. If the ratio is balanced correctly, supervisors can provide coaching, direction, and mentoring. Focused supervisors with correctly sized teams will allow good communication to improve efficiency and reduce issues. Learn more. 

An effective job description will result in better hiring decisions. The right employee will make a positive impact on the team. To create an accurate and effective job description to attract the ideal candidate, follow these steps.

After reading chapter 8, this guide will help you prepare for staff meetings and recognition ideas.

This employee training worksheet is focused on creating an effective training structure template. This training template will be generic; you can use it to develop the training for any topic your staff needs. However, we will give you our suggestions and recommendations for training topics to get you started.

The identity and access management process governs the management of user identities and user access to resources within an organization. A Help Desk plays a big role in the identity and access management process. Help Desk agent's job duties include managing user identities, resetting passwords, and provisioning access to resources.

This worksheet will assist you in establishing a quality assurance program to audit the performance of your Help Desk agents. The information obtained from the audit will feed into your performance management processes. 

This guide is used to improve the your Help Desk's First Contact Resolution (FCR) rate.

This ticket classification worksheet gives your ticket classification project team a summary of the significant steps to successfully complete a ticket classification project. 

In this worksheet, we will be walking through the steps to implement a shift-left support strategy in your department. 

This guide focuses on ideas to market the Help Desk.

The keys to successfully implementing Total Contact Ownership are outlined in this guide.