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    Abdul Naser
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    The ICT Services Report summarizes the IT helpdesk and incident management for March 2016. There were 305 total service requests, with an average of 0.2 overdue requests per day and 1 total incident. The Infrastructure, Operation and Services unit met 80% of its KPI goal, while the SMART unit met its 80% KPI goal. The top overdue personnel were from the IONS unit, with justifications including tasks being late and annual leave. The report also includes accumulative average KPI percentages for service units from January to April 2016 and video and teleconference numbers for 2016 by month.

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    The ICT Services Report summarizes the IT helpdesk and incident management for March 2016. There were 305 total service requests, with an average of 0.2 overdue requests per day and 1 total incident. The Infrastructure, Operation and Services unit met 80% of its KPI goal, while the SMART unit met its 80% KPI goal. The top overdue personnel were from the IONS unit, with justifications including tasks being late and annual leave. The report also includes accumulative average KPI percentages for service units from January to April 2016 and video and teleconference numbers for 2016 by month.

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    22 views2 pages

    Helpdesk Services Report

    Uploaded by

    Abdul Naser
    The ICT Services Report summarizes the IT helpdesk and incident management for March 2016. There were 305 total service requests, with an average of 0.2 overdue requests per day and 1 total incident. The Infrastructure, Operation and Services unit met 80% of its KPI goal, while the SMART unit met its 80% KPI goal. The top overdue personnel were from the IONS unit, with justifications including tasks being late and annual leave. The report also includes accumulative average KPI percentages for service units from January to April 2016 and video and teleconference numbers for 2016 by month.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    of 2

    ICT Services Report

    Prepared by: ITD Kuantan


    Date:30/April/2016

    1. IT Helpdesk Monthly Report

    SUMMARY OF KPI
    SERVICE DESK & INCIDENT MANAGEMENT REPORT

    DATE : 1ST MARCH 2016 31ST MARCH 2016


    Total Service Request:
    305
    Average of overdue(s) (Daily
    Basis)

    0.2

    Total of Incident(s)

    SERVICES UNIT
    Infrastructures,
    Operation and Services
    (IONS)

    KPI(%)
    80

    Accumulative
    474

    SMART

    80

    93

    TOTAL OVERDUE TICKET BASED ON PERSON IN CHARGE (PIC)


    Total Overdue from 1st April 2016 - 30th April 2016
    TOP OVERDUE SCORER
    Service
    s Unit
    IONS

    Person In Charge Overd


    ue
    Nur Haliza Bt
    18
    Harun

    Total
    task
    55

    IONS

    Rozali Hisam
    Mazlan
    Azam Fauzi
    Mohd Said
    Megat Muazzam
    Syah B Abd
    Rahman

    12

    30

    10

    35

    19

    KOD
    IONS

    Justification
    1. Late in Job
    Done the task
    2. Annual Leave
    1. Late in Job
    Done the task
    1. Late in Job
    Done the task
    1. Late in Job
    Done the task

    ACCUMULATE AVERAGE KPI (%)


    (SERVICE DESK JOBS)

    Servi
    ce
    Unit
    IONS
    SMAR
    T

    JA
    N

    FE
    B

    MA
    R

    APRI
    L

    94
    91

    97
    96

    97
    100

    93
    100

    2016
    MA JU
    Y
    N

    JU
    L

    AU
    G

    SE
    P

    OC
    T

    NO
    V

    VIDEO CONFERENCE AND TELE CONFERENCE FOR 2016


    Month
    VC
    TC
    January
    11
    3
    February
    30
    2
    March
    14
    4
    April
    14
    3

    DE
    C

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