Report on IT Help Desk Performance Pledge for 2020
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 2020 | 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) |
96.5% | 92.9% | 95.5% | 95.0% | 98.9% | 97.3% | 98.4% | 88.4% | 94.8% | 93.3% | 96.0% | 93.5% |
| 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% | 96% | 100% | 100% | 100% | 97% |
| Call closing time per month within 15 minutes (With Target Call % >= 10% of total call) |
23.8% | 16.1% | 29.8% | 12.2% | 15.3% | 18.2% | 12.6% | 10.5% | 11.4% | 21.5% | 23.9% | 10.2% |
| Remarks |