OKR template to improve IT service desk performance and customer satisfaction
The principal aim of this OKR is to enhance the performance of the IT service desk and boost customer satisfaction. The key objective is to increase customer satisfaction to 90%, which will be measured via user surveys. The initiatives proposed to achieve this include regular training for the customer service team, developing customer-centric strategies, and setting up a user feedback system after service.
The second outcome within this OKR is to increase the rate of problems resolved at first contact to at least 80%. This will be achieved by incorporating a strong knowledge management system, consistently monitoring and analyzing resolution metrics, and training the customer service team in effective problem-solving methods.
The final outcome of this OKR is to decrease the average time it takes to resolve a ticket by 20%. This will be accomplished by deploying an advanced ticket prioritization system, streamlining intra-team communication processes, and providing problem-solving training to the staff.
Overall, this OKR emphasizes continuous improvement, efficient problem-solving, and an elevated level of customer satisfaction in the realm of IT service desk operations. The proposed initiatives focus on staff training, implementing effective systems and strategies, and using analysis for better decision-making.
The second outcome within this OKR is to increase the rate of problems resolved at first contact to at least 80%. This will be achieved by incorporating a strong knowledge management system, consistently monitoring and analyzing resolution metrics, and training the customer service team in effective problem-solving methods.
The final outcome of this OKR is to decrease the average time it takes to resolve a ticket by 20%. This will be accomplished by deploying an advanced ticket prioritization system, streamlining intra-team communication processes, and providing problem-solving training to the staff.
Overall, this OKR emphasizes continuous improvement, efficient problem-solving, and an elevated level of customer satisfaction in the realm of IT service desk operations. The proposed initiatives focus on staff training, implementing effective systems and strategies, and using analysis for better decision-making.
Improve IT service desk performance and customer satisfaction
Achieve 90% customer satisfaction rating in user surveys
Implement regular training for customer service team- Develop customer-centric policies and strategies
- Establish a user feedback system post-service
- Increase first contact resolution rate to 80%
- Implement a robust knowledge management system
- Regularly monitor and analyze resolution metrics
- Train customer service team on effective problem-solving techniques
- Reduce average ticket resolution time by 20%
- Implement advanced ticket prioritization system
- Streamline communication processes within the team
- Provide comprehensive problem-solving training to staff