Service Desk/Helpdesk Manager

You are managing the servicedesk / helpdesk of your IT department. You are responsible for registration and handling IT request (calls, tickets etc.). You also coordinate and organize first line support and determine which requests have priority and you will monitor progress of request handling. You are also coordinating the transfer to second line support. The success of your servicedesk is directly linked to the satisfaction of its internal customers: the final user. Among the key components of such success, daily support is on the top of the list. Being able to get a precise and detailed feedback of the way those support services are perceived, is fundamental to ensuring the right levels of efforts and investments are targeted to where they are most needed. By carrying out a neutral and objective survey, you can focus more easily on the topics that are important to their final users and where there is the biggest potential for improvement.