The Help Desk Audit Workshop

The help desk audit is an essential tool for analyzing your support service operations. During this full day workshop, attendees will go through an evaluation of their help desk environment. Five blocks will be studied including foundation, people, process, tools, and customer relationship.

Attendees will share their experiences both good and bad and compare their operations to industry best practices. The audit utilizes the best selling book, The Help Desk Audit: Blueprint for Success to assist in the analysis and data gathering.

The audit process includes a maturity model that ranks each organization as immature, emergent, mature or advanced in each of the fourteen areas. The overall maturity ranking is based upon the results of the individual audits. After the conclusion of the workshop attendees can enter their scores on the BlueprintAudits.com website and receive a free Industry Maturity Report that will show how their results compare to the service and support industry.

Workshop Contents:

• Help Desk Foundation
  • Help Desk Mission/Vision
  • Help Desk Structure
  • Products and Services Provided
• People
  • Help Desk Staff
  • Performance Metrics
  • Training and Staff Development
• Process
  • Call Handling
  • Problem Management
  • Problem Escalation
• Tools
  • Tools & Technologies
  • eSupport & Knowledge Management
• Customer Management
  • Service Level Management
  • Customer Satisfaction Measurement
  • Customer Communication
• Overall Support Maturity

Course Length: 8 hours delivered over 2 or 3 days

Course Delivery: Live instructor-led class delivered by Julie Mohr in a virtual / online classroom.

Price: $595 for instruction