Operations Plan Overview ☆

Hello, my name is Jas De Jesus and I am the Help Desk Supervisor ar Sheridan College. This webpage represents theh Fiscal Year 2025-2026 Operations Plan Overview

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Reason for Plan

This plan outlines measurable performance goals and objectives for the Help Desk department to ensure we are providing excellent customer service to Sheridan College students, faculty, and staff. It focuses on key areas such as response time, resolution time, customer satisfaction,

Mission Statement

The mission of the Help Desk department is to provide timely and effective technical support to Sheridan College students, faculty, and staff. We are committed to delivering exceptional customer service and ensuring that all users have access to the technology resources they need to succeed.

Vision Statement

Our vision is to be recognized as a leading Help Desk department in the higher education sector, known for our commitment to excellence, innovation, and customer satisfaction. We strive to create a supportive and collaborative environment where all users feel valued and empowered to achieve their goals.

SMART GOALS 2025-2026

  1. Reduce average response time by 10% by year end

    2. User Benefit: Quicker acknowledgemnt of issues and faster assistance.

  2. Increase first contact resolution rate by 10% by year end

    3. User Benefit: Issues solved immediately without escalation.

  3. Decrease incident resolution time by 10% by year end

    4. User Benefit: Faster ticket turnaround and less downtime.

  4. Increase self-service effectiveness by 10% by year end

    5. User Benefit: Users can resolve common issues independently.

  5. Decrease backlog by 15% by year end

    6. User Benefit: Reduced wait times for ticket resolution.

december-report
  1. Reduce average response time by 10% by year end

    2. Comments: Though goal wasn't fully met, the actual target wasn't far from the goal either. The improvement shows that the team is heading into the right direction and that there may be a need for a process to be placed to fill the remaining gap.

  2. Increase first contact resolution rate by 10% by year end

    3. Comments: Exceeding this goal is a strong win for the team as this indicates that customers are receiving solutions quicker without repeated interactions.

  3. Decrease incident resolution time by 10% by year end

    4. Comments: Although we are slightly below our goal, this demonstrates consistent improvement on resolving incidents faster. The team processes shows to be efficient, streamlining this workflow should fill the gap.

  4. Increase self-service effectiveness by 10% by year end

    5. Comments: Steady progress was met but not quite the goal we were expecting, however the improvement shows that users are engaging more with self-service tools. Improving the content quality, knowledge bases and navigation should help us reach the last stretch of our goal

  5. Decrease backlog by 15% by year end

    6. Comments: Although there's been a strong improvement in reducing our backlog, our actual numbers fall short from our goal. This could indicate that our backlog process is not quite as strong or efficient as it should be. In the next month, we will realign our goals and workflow, eliminating what worked and what didn't so we can see better improvement.

Have Feedback? ☆

We value your feedback! Please reach out to us regarding any questions, concerns, or suggestions you may have about our operations plan.

Email: dejesjas@sheridancollege.ca

Phone: +1 (905) 845-9430 ext. 1234