The Road to Certification

Beginning on the way to "Best in Class" also puts you on the "Road to Certification", the ultimate public statement of excellence for a Help Desk. The formal Certification Audit is an extensive review of all the people, processes and technology and the adherence to standards as assembled by the Help Desk Institute. Even if you choose not to go for the full formal certification, you will still reap the rewards by taking steps along this path. Either way, you are well advised to start "Optimizing" your Desk immediately.

When an internal audit is a success, the Desk is ready for Certification. Whether the last step to Certification is taken or not, the Desk will now be a superior operation delivering excellent customer service at the lowest cost.

Call the experts at RADAR Solutions Group Inc. and start down the road to an optimal Service Desk operation and rave reviews from your customers and sponsors.

Support Center Assessment and Improvement

A core competency of RADAR Solutions Group is Assessment and Improvement Service.  This service is targeted towards existing help desk, call centre, and onsite operations.    RADAR Solutions Group evaluates an existing service delivery operation and provides the client with a complete report outlining risks and recommendations for operational improvement. The RADAR Solutions Group provides project management for the implementation of approved recommendations.

Features:

• Understanding the “as is” state
• Service Delivery process definition
• Staffing Models and utilization of resources
• Individual and Group Performance
• Use of Productivity Tools
• Expansion – Design and Planning
• Outline training requirements

Benefits

• Optimization of service delivery resources
• Process and quality improvement
• Increased customer satisfaction