Help Desk
“Is our help desk operating optimally? Are we meeting requisite service levels for response time, resolution and escalation, at the appropriate cost? What can we do to improve? ”
The successful help desk has well-defined metrics for response time, resolution and escalation, and measures these regularly to invest just the right amount. Help desks have the unique challenge of interfacing directly both with users and higher-level support in a time-sensitive situation.
ATOMIC is expert at analyzing help desks and support staff. We will assist you in determining which metrics - both input and output - are relevant, how the help desk performs on these metrics, and how to improve them. As a result of our analyses and implementation, help desk managers will see service level achievement, satisfied customers and lower costs, along with the metrics to prove it.