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