OKR template to enhance productivity of IT Service Desk Analysts and maintain SLAs

public-lib · Published 10 months ago

The OKR focuses on enhancing the productivity of IT Service Desk Analysts and maintaining Service Level Agreements. The major objectives include reducing the number of weekly outstanding tickets by 20%. This is to be achieved through more staff feedback and training, prioritizing the resolution of critical and older tickets, and establishing an automated reminder system for unresolved tickets.

Secondly, the OKR aims at decreasing the average ticket resolution time by 15%. This objective is set to be achieved by establishing protocols for handling complex tickets, implementing advanced ticket resolution training, and investing in software that will automate ticket resolution.

Moreover, increasing the customer satisfaction rate to 90% is another significant objective. This initiative is backed with strategies like enhancing customer service training for staff, conducting customer feedback surveys for identifying improvement areas, and creating effective customer loyalty programs.

Therefore, these objectives aim at improving staff effectiveness, ticket resolution time, and overall customer satisfaction rate. They reflect the goal to elevate service quality by prioritizing crucial issues and promptly resolving customer problems.
  • ObjectiveEnhance productivity of IT Service Desk Analysts and maintain SLAs
  • Key ResultReduce weekly outstanding tickets by 20%
  • TaskIncrease feedback and training to improve first-call resolution rates
  • TaskPrioritize resolution of high-priority and oldest tickets first
  • TaskImplement an automated reminder system for unresolved tickets
  • Key ResultDecrease the average ticket resolution time by 15%
  • TaskEstablish escalation protocols for complex tickets
  • TaskImplement advanced ticket resolution training for customer service staff
  • TaskInvest in technological software to automate ticket resolution
  • Key ResultIncrease customer satisfaction rate to 90%
  • TaskEnhance customer service training for staff
  • TaskImplement customer feedback surveys to identify areas requiring improvement
  • TaskCreate effective customer loyalty programs
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