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IT Helpdesk Monthly Report 2014-07.pptx

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IT Helpdesk Monthly Report 2014-07.pptx

  1. 1. IT Helpdesk / Hotline Report Asia Pacific 2014.07 Created by
  2. 2. 11/30/2022 2 Corporate Communication IT Hotline: Call Volume  Chart 1 - Monthly call volume in this year  Chart 2 - Daily call volume in this month 1565 3499 5805 5314 5139 2988 3677 1423 3301 5544 5106 4926 2882 3540 0 1000 2000 3000 4000 5000 6000 7000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Incoming calls Handled calls Remark: Data based on the queue log of Asterisk PBX system 0 50 100 150 200 250 300 350 400 450 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Incoming_calls Pickup_calls
  3. 3. 11/30/2022 3 Corporate Communication IT Hotline: Call Pick-up Rate  Rate % of incoming call picked up within 40 seconds SLA >= 95% (Refer to Germany, according to actual performance in 2012, higher=better) 100%  Rate % of missing call SLA <= 15% (Excluding ringing<5 seconds, according to actual performance in 2012, lower=better) 3.7% Remark: Data based on the queue log of Asterisk PBX system 98 99.5 100 100 99.9 100 100 9.1 5.7 4.5 3.9 4.1 3.5 3.7 0 20 40 60 80 100 120 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Quick-response rate Missing-call rate
  4. 4. 11/30/2022 4 Corporate Communication IT Helpdesk: Ticket Volumes  Monthly ticket (new/close) volumes in this year  Daily ticket (new/close) volumes in last month 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 New 130 164 158 119 5 1 146 140 113 118 104 3 3 118 131 127 130 108 4 4 131 136 119 122 113 2 7 143 126 151 160 Close 107 148 159 152 0 0 127 152 126 138 150 0 0 176 111 118 142 97 0 0 136 121 134 142 106 0 0 143 124 163 159 0 20 40 60 80 100 120 140 160 180 200 New Close Remark: Data based on the AP OTRS system Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec New 2715 2304 3044 3142 3054 2802 3036 Close 2792 2269 3035 3151 3133 3015 3131 0 500 1000 1500 2000 2500 3000 3500 New Close
  5. 5. 11/30/2022 5 Corporate Communication IT Helpdesk: Ticket Volumes by Category & Ticket Lifecycle  Ticket volumes by category  Average ticket lifecycle per month (hours, lower=better) User request Internal affairs User inquires & voices Tickets 2590 439 0 0 500 1000 1500 2000 2500 3000 Tickets Tickets Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Hours 52.3 35.9 43.5 53.4 44.0 49.2 37.4 0.0 10.0 20.0 30.0 40.0 50.0 60.0 Hours Hours Remark: Data based on the AP OTRS system
  6. 6. 11/30/2022 6 Corporate Communication IT Helpdesk: Ticket Volumes by Category  Ticket volumes of user requests by category Remark: Data based on the AP OTRS system Top 5 categories 1. SAP – SAP accessing, account issue, usage, etc.; 2. Notes DB – mainly restore damaged archive mailboxes, etc.; 3. Windows – Network folder issues, OS issues; 4. Outlook – more mailing delivery and reservation related issues; 5. Blueye – more password resetting or account locking/login issues.
  7. 7. 11/30/2022 7 Corporate Communication IT Helpdesk: Ticket Volumes by Locations (the Greater China)  Email-ticket volumes of user requests by locations in the Greater China Remark: „China“ includes Beijing office and other smaller branches
  8. 8. 11/30/2022 8 Corporate Communication IT Helpdesk: Ticket Volumes by Countries (Japan & Asia-Pacific)  Email-ticket volumes of user requests by countries in Asia-Pacific
  9. 9. 11/30/2022 9 Corporate Communication IT Helpdesk: Ticket Status  Ticket volumes by creation types  % of ticket by hotline per month in this year. (higher=better, 40%, refer to the DE hotline) Email Hotline staffs ClientManagement staffs and others Tickets 2561 31 444 0 500 1000 1500 2000 2500 3000 Tickets Tickets Remark: Data based on the AP OTRS system Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec % rate 23% 24% 26% 21% 20% 21% 24% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% % rate % rate
  10. 10. IT Helpdesk: Closed Ticket Amount per Teams  Closed ticket amounts per IT teams 11/30/2022 10 Corporate Communication
  11. 11. IT Helpdesk: Closed Ticket Amount per Queues/IT staffs Please check the details with opening the embedded Excel sheet for:  Closed ticket amount in each queue;  Closed ticket amount per each IT staff;  Inputted time units per each IT staff 11/30/2022 11 Corporate Communication Remark: Time unit amount is self-inputted unforcedly by IT staff when handling each ticket. And it can partly reflect to the workload and average spent time for each ticket
  12. 12. IT Helpdesk: Ticket Closed Percentage Rate  The trend analysis of ticket close percentage rate between 1 and 48 hours. About 30% tickets can be closed within 1 hour; More than 50% tickets can be closed within 12 hours; more than 75% tickets can be closed within 48 hours 11/30/2022 12 Corporate Communication
  13. 13. IT Helpdesk: Ticket Pending Status  Percentage rate analysis for the closed ticket ages 11/30/2022 13 Corporate Communication
  14. 14. 11/30/2022 14 Corporate Communication IT Helpdesk: Time Unit Status  Ticket volumes with time unit (minutes) records by IT staffs (Top 20)
  15. 15. 11/30/2022 15 Corporate Communication IT Helpdesk: Time Unit Status  Spent time units (minutes) per ticket by IT staffs (Top 20)
  16. 16. 11/30/2022 16 Corporate Communication IT Helpdesk: Customer Service  Closed ticket amount and spent time units per line (Hotline, Application Support & Identity Administration) Sky Huang ViolaRen Danny Cao Billie Kong Johnny Min Jane Song Smile Shen LeleLi SuriNi Wendy Hu Hiroe Sakai Melanie Chen Fabio Cheng Closedticketamount 225 0 144 200 167 160 138 510 57 129 11 62 51 Inputtedtimeunitamount 2532 0 1404 3322 0 904 3415 3407 4195 2464 10 1580 1943 Ticketpersubline Timeunitpersubline Aver.Ticket/workingday/person Aver.Hours/workingday/person 6.1 17918 ApplicationSupport(Incl.Identity&DominoAdministration) 1.1 Hotline 736 7258 6.4 1.6 1118
  17. 17. 11/30/2022 17 Corporate Communication IT Helpdesk: Client Management (GC)  Closed ticket amount and spent time units per line (Client Management in GC) Jerry Huang OuDong BenPan CarloFan Kevin Liang Richard Hsu NeilChiu Allen Wang JianZhao AliceLu Kenson Ren AlexYuPeachMo Renee Chen MarkMa Henry Pan Jackson Zhai Jim Huang IvanChui Franco Law Antony Lai Closedticketamount 92 37 70 5 103 26 76 28 11 18 23 25 0 3 0 15 41 24 16 1 9 Inputtedtimeunitamount 3905 2302 3045 640 2589 2202 4330 1435 140 600 0 220 660 45 0 475 4340 370 1375 1 6050 Ticketpersubline Timeunitpersubline Aver.Ticket/workingday/person Aver.Hours/workingday/person 1.9 0.2 1.1 20448 960 13316 2.4 0.8 0.5 437 77 NorthChina,Taiwan&BranchOffices EastChina SouthChina 109
  18. 18. 11/30/2022 18 Corporate Communication IT Helpdesk: Client Management (Japan & AP)  Closed ticket amount and spent time units per line (Client Management in Japan and other AP offices) Hitomi Maeda Hiroko Nakamura Hiroshi Ito Tomoko Moriyama JungIk Cho Riono Ariestanto AnLe Vinh Nguyen Thao Truong Pairat Udommongc olkit Chandara Chor Christopher Adlawan Raymond Chia Jim Tzepin Closedticketamount 50 90 10 27 1 1 1 0 0 0 4 0 0 0 Inputtedtimeunitamount 425 2550 0 0 0 60 60 0 0 0 490 966 0 0 Korea Indonesia Thailand Cambodia Philippines Singapore Malaysia Ticketpersubline 1 1 0 4 0 0 0 Timeunitpersubline 0 60 0 490 966 0 0 Aver.Ticket/workingday/person 0.0 0.0 0.0 0.2 0.0 0.0 0.0 Aver.Hours/workingday/person 0.0 0.0 0.0 0.4 0.7 0.0 0.0 0.5 0.0 2975 60 1.9 0.0 Vietnam Japan Asia-Pacific 177 1
  19. 19. 11/30/2022 19 Corporate Communication IT Helpdesk: Service Center Technology  Closed ticket amount and spent time units per line (Service Center Technology) WavesShi HaoPing Qian Yoshikazu Nakamura ICIp Henry Ng Percy Pan Oliver Gao Yunjie Xie Kenneth Fong EricLin Alan Mizrahi Prince Wang Patrick Yeung Closedticketamount 14 11 22 0 40 23 12 11 15 17 9 0 4 Inputtedtimeunitamount 0 0 624 0 0 0 0 0 200 530 0 0 0 Ticketpersubline Timeunitpersubline Aver.Ticket/workingday/person Aver.Hours/workingday/person 0.1 0.9 0.2 0.7 0.0 46 0 Infrastructure 62 624 0.4 0.0 45 730 Network 25 0 0.5 DataCenter Telecommunication
  20. 20. 11/30/2022 20 Corporate Communication IT Helpdesk: Application Development  Closed ticket amount and spent time units per line (Application Development) Simon Benkert Fiona Chu Joyce Lin Rain Wang Nancy Wei Simon Zhong Gilbert Hsu Kimmy Mo Closed ticket amount 1 0 2 4 1 1 0 0 Inputted timeunit amount 0 0 0 0 0 0 0 0 Ticket per subline Timeunit per subline Aver. Ticket / working day / person Aver. Hours / working day / person 0 0 SAP Non-SAP 0.1 0.0 0.0 0.0 9 0
  21. 21. 11/30/2022 21 Corporate Communication IT Helpdesk: User Satisfaction Status  We received total 41 valid user feedbacks via the online survey system in last month.  Based on the feedback data, we have the scoring as below (5-score): Remark: Data based on the internal survey website 4.42 4.43 4.47 4.34 4.37 4.63 4.40 4.48 4.40 4.29 4.33 4.63 4.50 4.57 4.57 4.37 4.43 4.78 4.00 4.10 4.20 4.30 4.40 4.50 4.60 4.70 4.80 4.90 1 2 3 4 5 6 7 8 9 10 11 12 Success for problem solving Timely operation Service attitude & skill 4.46 4.45 4.52 4.31 4.37 4.65 3.80 4.00 4.20 4.40 4.60 4.80 5.00 1 2 3 4 5 6 7 8 9 10 11 12
  22. 22. 11/30/2022 22 Corporate Communication IT Helpdesk: Special Cases & User Voices  July: conference room and other resources’ reservation function started to switch from Notes to Outlook. For Shg office, there would be some reservation conflicts before the actual day on Aug. 1. Before this day local administrator has to monitor the status and keep informing to the related users. The migration works were also announced and kicked off in TW, HK & SZ;  July 25: there were a few users (about 10 or more) meeting the problem of pop-up user authentication window when using Office software. It was caused by the internal translation function with on-line dictionary checking. Hotline and Client Management don’t know the root cause and keep monitoring the issue now. Remark: for IT management internal reference only
  23. 23. 11/30/2022 23 Corporate Communication IT Helpdesk: Other Internal Affairs  The contents and structure of Blueye pages for GC IT was updated;  Yue Dong/Carlo Fan provided updated training of PC software standard to Client Management and Hotline at the middle of July;  IT Dialog is planned to be held in HK/SH/BJ/TP/SZ in Aug. & Sep., and the preparation works are on going. Remark: for IT management internal reference only

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