AUDIT GUIDELINE: HELP DESK

Interview:
· Information services function help desk support manager
· Selected users of information services

W/P Comments Date/Init.

Does the mission/charter address the needs of YES NO

Consider:
· Customer service requirements
· Interview selected users
· Objectives of help desk function
1.2. Policies & Procedures
Do formal policies and procedures exist for the YES NO
help desk function?

Are the policies and procedures adequate, YES NO

Consider:
· Nature and objectives of the help desk
function
· Scope and coverage
· Help desk organizational chart
· Definition of responsibilities
· Performance standards
1.3. Personnel
Are help desk personnel adequately trained and YES NO
supervised?

Are staff levels adequate to provide a high-level YES NO

Consider:
· Experience and professional credentials of
individual members
· Training
· Review of help desk staff competency and
capabilities
· Resources versus help desk service
requests/workload
· Review OHS workplace stress indicators
 W/P Comments Date/Init.
Ref.
within working environment
1.4. Technology
Is help desk technology adequate? YES NO

Consider:
· Technology in use versus current best
practice
· Help desk service requests/workload
1.5. Documentation
Are the functions/services of the help desk YES NO
adequately documented?

Consider:
· Training manuals
· Frequently asked questions
2. Registration of Customer Queries
2.1. Registration
Does a formal procedure for logging or YES NO
registering requests for service exist?

Are help desk requests properly recorded? YES NO

Consider:
· Sample help desk requests for accuracy
· Log files
· Help desk policies and procedures
2.2. Process
Are customer queries forwarded to the YES NO
appropriate personnel in a timely manner?

Consider:
· Sample help desk requests for timeliness
· Help desk organizational chart
3. Customer Query Escalation
3.1. Query Escalation
Does a formal procedure for escalating YES NO
customer queries exist?

Do escalated customer queries receive priority YES NO

Consider:
· Query escalation guidelines
· Help desk policies and procedures
· Interview selected users
3.2. Management Intervention
Are specific guidelines established in the event YES NO
management intervention is necessary?

Consider:
 W/P Comments Date/Init.
Ref.
· Help desk policies and procedures
· Interview selected users and management
4. Monitoring
4.1. Tracking
Is there a formal process in place for tracking YES NO
the progress of help desk requests?

Consider:
· Help desk resources
· Help desk policy and procedures
4.2. Query Clearance
Is the time frame for clearing customer queries YES NO
acceptable?

Are customer queries resolved in a satisfactory YES NO

Consider:
· Sample help desk requests for accuracy,
timeliness, and sufficiency of
response
· Interview selected users
· Help desk reports
4.3. Service Level Agreements
Are service level agreements between help desk YES NO
and specified users being kept?

Are variances in service level agreements YES NO

Consider:
· Service level agreements
· Interview selected users
4.4. Customer Satisfaction
Overall, are customers satisfied with the level of YES NO
service provided?

Consider:
· Customer service requirements
· Interview selected users
5. Performance Improvement
5.1. Performance Initiatives
Are performance initiatives formally identified YES NO
and executed?

Consider:
· Assess achievement of performance
initiatives given resources available
· Help desk performance reports
· Help desk policies and procedures
 W/P Comments Date/Init.
Ref.
· Evidence of performance improvement
5.2. Trend Analysis/Reporting
Do procedures for identifying trends and YES NO
reporting on help desk activities exist?

Is trend analysis being used to identify possible YES NO

Are trend analysis and help desk performance YES NO

Consider:
· Trend analysis reports
· Help desk performance reports
· Help desk policies and procedures
· Help desk organizational chart
5.3. Customer Complaints
Are customer complaints documented and YES NO
forwarded to the appropriate personnel for
corrective action?

Is corrective action taken in a timely manner? YES NO

Consider:
· Sample customer complaints for timeliness
and sufficiency of corrective action
· Help desk policies and procedures
· Help desk organizational chart

Deliverables:
· Provision of general advice on help-desk/service center implementation and management together with a review of current industry trends
· Interview notes from all customer interviews together with an initial analysis of the interviews detailing customers' service needs
· Documentation of findings from all the review areas itemized above
· Management report presenting all findings and providing high-level recommendations on any changes which are indicated together with some indications of future desirable directions