A Health Check is a quick way to identify and document issues and opportunities with the operation of your Support Center. This is particularly valuable if you are considering developing the Support Center or introducing new tools or operational methods. Process:
The consultancy exercise involved a High-Level review of the help desk operation covering the following elements:
People (Staffing levels, roles, satisfaction)
Process and Procedure
Tools and Technologies
Communication o Reporting
The Main Report will cover:
MANAGEMENT SUMMARY
Structure and People
Communication
Technology
Key Recommendations
S.W.O.T Analysis
Operational Review
Quick Wins
Way Forward
Consultancy Approach
The 'Health Check' will give you an experienced external view of the strengths and weaknesses of the current operation, with recommendations on how to proceed with new strategies or technology. This utilizes the skills of the consultants whom will be nominated from HDI-MEA with experience of other similar Support Center operations and industry standards as a whole
The Health Check involves on-site consultancy to critically review your operation by interviewing relevant staff, management and customers. Departmental documentation, current work practices, SLA's and procedures are also reviewed.
