Help Desk

Hello I'm Jonah Coulter a Help Desk Supervisor.

Let me share the Fiscal Year Ops Plan Overview.

Mission

Our mission is to elevate client success with exceptional support.


Vision

We will lead innovation in customer service operations globally.


Goals

  1. Decrease the average time to respond by 10% within 6 months
    • Reduce wait time for customers

  2. Increase first contact resolution rate by 33% this year
    • Fewer follow-up calls for users, allowing them to work

  3. Increase periodic customer satisfaction results by 13% this quarter
    • Clients feel more valued

  4. Decrease incident resolution time by 10% this year
    • Business operations resume with minimal disruption

  5. Decrease in incidents reopened by 25% this year
    • Problems are solved the first time for clients


Stakeholder Report

SMART goals over a month