Report on IT Help Desk Performance Pledge for 2018


Assumption:

The results of the report are calculated based on the following:
  1. Classroom support calls
  2. Help Desk daily operation calls
  3. 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.

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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%    
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%    
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%    
Remarks