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Help Desk Assessment

This document asks key questions about your Help Desk and then gives you an overall maturity score, helping you to identify the areas where you could improve.

Maturity Assessment
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Welcome to the digital download page for our Help Desk Maturity Assessment Template. This comprehensive template is designed to provide organisations with a straightforward tool for evaluating the maturity level of their IT Help Desk operations.

Help desk assessment example

What is the Purpose of the Help Desk Maturity Assessment Template?

The primary purpose of this template is to help organisations identify strengths and weaknesses in their IT Help Desk operations.

It offers a structured approach for assessing various aspects, such as process standardisation, issue tracking, knowledge sharing, customer satisfaction, and much more.

Where and When to Use the Help Desk Maturity Assessment Template?

This assessment template is highly versatile and can be utilised in any organisation that has an IT Help Desk or customer support centre.

It's particularly useful during strategic planning sessions, IT audits, and when preparing for certifications or accreditations.

What's Inside? Additional Information

Our Help Desk Maturity Assessment Template features the following sections:

  • Questions and Answers: Covering 10 key areas, such as process and procedure, issue tracking, knowledge sharing, and customer satisfaction, among others. Each area is rated on a scale from 1 to 5.

  • Scoring System: A concluding part that allows you to calculate the overall maturity level of your IT Help Desk, ranging from 'Minimal' to 'Optimised'.

Why Choose Our Help Desk Maturity Assessment Template?

  1. Comprehensive Evaluation: The template covers all the major facets of IT Help Desk operations.

  2. Scalability: Suitable for businesses of all sizes and complexities.

  3. Easy to Use: Simple scoring system enables quick assessments.

  4. Strategic Value: Insights can be used for budget allocation, resource planning, and strategic development.

  5. Enhanced Objectivity: By quantifying various aspects, it offers a more objective basis for improvements.

Our Help Desk Maturity Assessment Template is a vital resource for any organisation looking to optimise its IT Help Desk operations, delivering actionable insights for continuous improvement.


About the author

Hi, I'm Alan, and have been working within the IT sector for over 30 years.

For the last 15 years, I've focused on IT Governance, Information Security, Projects and Service Management across various styles of organisations and markets.

I hold a degree in Information Systems, ITIL Expert certificate, PRINCE2 Practitioner and CISMP (Information Security Management).


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