IT Service Desk Analysis app to enable our client to download data from an off the shelf Service Desk web app and review the data offline, re-categorise and perform checks on responses, resolutions and efficiency of the service desk teams.
Allowing the user to generate their own granular category list of issues that otherwise would have made the online service desk tool unusable by the support teams, and made closing a ticked consume more time and been less efficient
The aim of this app was to allow quick review and categorisation of an issue, and then move from on to the next ticket.
Once analysis is complete and the categories are posted to the central database then the IT Manager and Management Committee can see a more accurate breakdown of issues and trends of the companies IT Support queries and issues using our IT Service Desk Reporting Dashboard, allowing for more advanced targeting of where to concentrated IT resource to reduce support calls.
Outcome:
Over time running this process one IT department was able to reduce IT support calls by over 20% by targeting the issues that were trending over time that may have gone unnoticed using the standard categorisation and simple spreadsheet reports the service desk application provided as standard
