Pre Training Assessment

Pre Training Assessment

We evaluate your service desk’s current functioning, challenges, goals and provide a plan.

We don’t believe in cookie cutter, one program suits all training. We do believe in customizing the learning experience.

We offer 2 levels of assessment:

Basic assessment to customize training


Comprehensive assessment which includes steps listed below. You receive a written summary and we prepare a customized learning experience for your team.

We evaluate current performance by:

  • Interviews of key stakeholders
  • Interview with team leader
  • Survey of team members
  • Review of customer satisfaction surveys
  • Review of metrics and service level agreements
  • Call monitoring

HelpDeskCoach process continues with

  • Identification of skills gap and areas for improvement
  • Customization of workshop content to close skill gaps and reflect your user base and business
  • Development of customized training materials
  • Presentation of workshop
  • Follow up support, ongoing training, and a reinforcement plan
  • Management coaching so managers can sustain customer satisfaction and service level agreements

Contact us for a free consultation after you complete our complimentary online assessment →