Help
Desk report is produced on a monthly basis. The following
is a few screen captures for reference.
Throughout the years, we have made use of the Help Desk
reports to improve performance of our campus network,
secure the desktop environment, polish the launching
process of new applications, streamline the computer
account creation process, announce virus/hacking alerts,
empower users with updated computer skills, implement
measures to solve root cause of various problems, and
so on.
When
combining the Help Desk incidents with the service type
requests submitted through the on-line CSC Work Request
interface, we have a complete way to improve our internal
efficiency. As the service time and solutions of incidents/requests
are in place, we can look for better solutions and shorten
the service time. In conclusion, the Help Desk report
is a very useful tool for service quality enhancement.
If
a department would like to obtain regularly the statistics
on what kinds of problems its staff having been facing,
or what kinds of services had been rendered by the Help
Desk, etc, please raise an on-line CSC Work Request
for it.