Report on IT Help Desk Performance Pledge for 2021


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 2021JanFebMarAprMayJunJulAugSepOctNovDec
Call closing time per month within 3 working days
(With Target Call % = 90%) (PPA)
Response time on recorded message at IT Help Desk hotline < 24 hours per month
(With Target Call % = 95 %) (PPB)
Call closing time per month within 15 minutes
(With Target Call % >= 10% of total call)