IT Help Desk Analysis Dashboard
IT Help Desk Analysis
About this project
Hello all,
“I am participating in FP20 Analytics Challenge 8” Please see screenshots of my report pages in PDF format.
*Challenge: “IT Help Desk Analysis” • Tool Used: Power BI
🎯 Total tickets: 97,498 👥 Total employees: 2,000 ⏰ Avg Resolution Time: 4.6 days 👥 Total agents: 50 👴 Avg age of agents: 38 💯 Avg Satisfaction Rate: 4.6
🏆 Top Agent: Aurelio Tanori - 2,027
👎 Bottom Agent: Griselda Galindo - 1,856
I delved deep into ticket data to uncover valuable insights: 📈
1️⃣ Monthly, yearly, and daily analysis for different ticket categories:
- Total Tickets: 97,498
- Login Access Tickets: 29,193
- System Tickets: 39,002
- Hardware Issues: 9,733
- Software Problems: 19,570
- Tickets resolved Within SLA: 47,014
- Tickets resolved Outside SLA: 50,484
2️⃣ Prioritization and severity analysis:
- Tickets by Priority
- Tickets by Severity
- Tickets by Issue Type
These insights will help optimize our IT support, enhance agent performance, and boost customer satisfaction. #DataAnalysis #ITHelpDesk #PerformanceInsights #CustomerSatisfaction
