Menu

Saikou Omar Jallow – Acora [saikouomarj@gmail.com]

First Name Saikou Omar
Last Name Jallow
Company Name Acora
Company Email saikouomarj@gmail.com

Overall

Outstanding – 85%

Performance

Tolerable – 70%

How high is your First Time Fix rate (of tickets resolved from incoming calls)? 4
To what extent does your Knowledge Base contribute to Service Desk Resolution? 3
How familiar are you with the top Service Desk ticket categories? 3
How well do you understand ticket resolution times? 3
How mature are your Incident Management processes? 4
Total for Performance 17/25

Capacity

Outstanding – 95%

How easy is it for users to contact the Service Desk? 5
How well is Service Desk customer satisfaction measured? 5
How aligned is your Service Desk with the needs of the business? 4
How does your Service Desk rate for customer service? 5
How comprehensive are the Service Desk SLAs? 5
Total for Capacity 24/25

Innovation

Outstanding – 90%

To what extent is the Service Desk impacted by resource availability? 4
How long does it take to induct a Service Desk Analyst on to live service? 3
To what extent do capacity issues contribute to Service Desk performance? 5
How effectively is Service Desk staff performance managed? 5
How well does the Service Desk environment aid productivity? 5
Total for Capacity 22/25

Alignment

Outstanding – 90%

How well does the Service Desk understand the needs of different user-groups? 5
How technology-enabled is your Service Desk? 4
How much of the Service Desk agenda is to optimise user productivity? 5
What proportion of your end-user support service is automated? 3
How well does the Service Desk ensure information security? 5
Total for Capacity 22/25

Got a question?

Need to speak to someone about our services? Get in touch! We're happy to help.

  • This field is for validation purposes and should be left unchanged.