Hello, I am Karina Magar, Help Desk Supervisor. I oversee the support services that ensure students, faculty, and staff receive timely technical assistance.
Set clear goals and strategies for the upcoming fiscal year.
Deliver consistent Tier 1 multichannel technical support.
Lead future in reliable, fast, user-focused tech support.
| Goal | Target by Dec 2025 | User Benefit |
|---|---|---|
| Automate routine tickets | 50% | Faster ticket handling improves productivity. |
| Raise Customer Satisfaction (CSAT) score | 80% | Higher satisfaction improves overall experience. |
| Achieve ticket deflection via self-service | 60% | User solve issues independently faster. |
| Generate KPI reports monthly | 100% | Transparent performance drives better service. |
| Meet SLA on tickets | 90% | Quicker responses reduce user downtime |
| Metric | Target (%) | Actual (%) | Progress |
|---|---|---|---|
| Automation Rate | 50 | 35 | |
| Customer Satisfaction (CSAT) | 80 | 72 | |
| Self-Service Deflection | 60 | 50 | |
| Reporting Compliance | 100 | 95 | |
| SLA Compliance Rate | 90 | 85 |
Questions or Suggestions?
Email: magark@helpdesk.ca
Phone: 647-321-****