Report on IT Help Desk Performance Pledge for 2018
Assumption:
The results of the report are calculated based on the following:- Classroom support calls
- Help Desk daily operation calls
- On-site support calls that within our control.
Note: This report excludes the calls that far beyond our control. For example, this report does not include the call involving calling vendor for hardware repair.
Year 2018 | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec |
---|---|---|---|---|---|---|---|---|---|---|---|---|
Call closing time per month within 3 working days
(With Target Call % = 90%) (PPA) |
98.2% | 94.5% | 96.2% | 95.0% | 93.6% | 96.6% | 95.0% | 93.7% | 97.3% | 94.7% | 99.1% | 96.0% |
Response time on recorded message at IT Help Desk
hotline < 24 hours per month (With Target Call % = 95 %) (PPB) |
100% | 100% | 100% | 100% | 97% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
Call closing time per month within 15 minutes (With Target Call % >= 10% of total call) |
46.6% | 46.6% | 45.1% | 35.5% | 30.3% | 34.7% | 26.8% | 18.9% | 29.0% | 26.9% | 36.3% | 19.8% |
Remarks |