I have a bit of a problem. My manager has asked me to come up with some criteria and a form to grade the helpdesk on their tickets. I was recently hired as a “helpdesk coordinator” however, this is my first job with any type of management responsibility, and I am not sure how to approach this.
My manager is not being at all helpful, the list of criteia that I made and showed him, he thought was “good.” All he says about anything is it is GOOD.
So my problem is that I have no idea how to weight the critera, how to make an appropriate grading form, etc. etc. I mean I have been doing helpdesk for 3 years, I know what is a good ticket and a bad ticket, I just dont know how to quantify it.
Any suggestions? Or sample grading sheets would be so greatly appreciated. Thanks!!!