| Author |
 Topic  |
|
|
Help Desk Association
HDAA People
Australia
160 Posts |
 Posted - 16 Oct 2005 : 17:48:52
|
|
Do you think aussie help desk teams would take part in industry awards if offered in Australia?
|
Adam
Forums Ed,
 |
|
|
cqu1
Forum Member
Australia
2 Posts |
Posted - 03 Nov 2005 : 17:15:48
|
What sort of circumstances would they be awarded on? SLA performance, team performance, customer service? Just curious to know some more details if you have any.
Cheers
Dalyce |
 |
|
|
Bruiser
Forum Member
Australia
8 Posts |
Posted - 04 Nov 2005 : 15:34:37
|
This is a good idea and would assist in encouraging Help Desks to focus on a bigger goal.
Bruiser |
Edited by - Bruiser on 04 Nov 2005 15:35:21 |
|
|
|
brad_cork
Forum Member
Australia
1 Posts |
Posted - 11 Nov 2005 : 11:20:43
|
I think it is a great idea. I would also be interested to know how you would determine the relative merit of different Service Desks.
Thanks,
Have a great day,
Brad. |
|
|
|
Help Desk Association
HDAA People
Australia
160 Posts |
Posted - 13 Nov 2005 : 10:31:27
|
The awards would be split into the following categories:
Outstanding Support Person of the Year
Best Business Use of Support Technology
Help Desk Support Excellence Team Award
Help Desk Excellence for Smaller Teams
Public Sector Team Award
Special Innovation Award
As an example only - I have provided the draft details for the first category..
The 2006 Help Desk & IT Support Excellence Awards
Outstanding Support Person of the Year (DRAFT ONLY)
This award will be presented to the individual who has made the most significant contribution to the success of their team, or towards the success of the customers they support. Nominations may be made by the entrant, their colleagues, management or customers.
What are the Judges are looking for?
The criteria are all underpinned by one overriding requirement – do you provide great service to your customers? The judges will look for evidence of achievement and service provided, plus innovative ways of providing service and great value in support of customers (with the responses weighted as indicated).
Judging Criteria
1. Customer Service 20%
Customer service approach, beliefs and commitment to the service profession.
2. Performance 15%
Examples of the performance/quality of your work and overall contribution to the service effort.
3. Motivation and Inspiration 15%
What is your team orientation and how are you working to motivate, inspire and help others?
4. Innovation 10%
Personal initiatives and innovations and how they have been used to serve customers.
5. Leadership 10%
The use of leadership and management skills to achieve the support operation’s objectives, if you manage a team. If you are not in a management role, you’ll need to demonstrate how you have taken the initiative within your team.
6. Communication 10%
What is the quality of your communication skills and knowledge of service processes and techniques?
7. Business Knowledge 10%
Do you really understand the business and organisation you serve?
8. Professional Development 10%
What is your personal commitment to learning and self-development?
The Prize
In addition to the commemorative trophy, there will be a significant cash prize.
How You Would Enter
Send completed entry form accompanied by 5 copies of your written submission. This should comprise at least 200 and no more than 350 words for each of the 8 criteria. You may also support your submission with relevant additional material – customer newsletters, advertising, performance data, testimonials etc. Please include this in the criteria section.
Let me know if you would like to see further category samples (DRAFT ONLY) |
Adam
Forums Ed,
|
|
|
|
EdwardG
Gold Star Member
Australia
50 Posts |
Posted - 24 Nov 2005 : 16:23:35
|
| I'm in agreement with this. There are so many other "Business person of the year", "Community Service....of the year" etc etc. Maybe consider overall results with state-finalists in each category as well leading up to National Category Award winners, and then the overall winner - as it would also add feathers in winner's caps adding this to their resume! |
|
|
| |
Topic |
|
Help Desk Industry Awards
