Report on IT Help Desk Performance Pledge for 2021
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 2021 | 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) | 94.3% | 96.6% | 96.1% | 98.0% | 96.3% | 94.3% | 96.5% | 97.1% | 95.8% | 96.4% | 98.9% | 93.4% |
| 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) | 17.0% | 11.1% | 29.8% | 7.9% | 11.0% | 5.7% | 6.3% | 4.3% | 29.4% | 20.7% | 28.4% | 14% |
| Remarks |