Report on IT Help Desk Performance Pledge for 2019
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 2019 | 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) |
98.6% | 96.4% | 98.7% | 98.2% | 99.1% | 98.0% | 97.4% | 94.3% | 96.0% | 93.7% | 90.7% | 94.9% |
| Response time on recorded message at IT Help Desk
hotline < 24 hours per month (With Target Call % = 95 %) (PPB) |
100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% | 100% |
| Call closing time per month within 15 minutes (With Target Call % >= 10% of total call) |
38.7% | 30.2% | 32.5% | 23.3% | 18.3% | 22.5% | 11.8% | 16.4% | 33.3% | 25.9% | 17.0% | 13.4% |
| Remarks |