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Home > Archive > General Discussion > February 2007 > how to conduct IT helpdesk Trends Analysis
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how to conduct IT helpdesk Trends Analysis
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| showmanshow 2007-01-26, 9:36 am |
| Hello Everyone,
Currently our support group is using Track-IT 7.0. We are support about 500 XP users/workstations, we get about 20-30 work orders per day. Most of our work orders are separated by different category (i.e. PC, Hardware, Software, and Training) and locations.
Right now I want to conduct a bi-weekly IT problems trend analysis report. The objectives of the report is to show managers the IT problems trend on a biweekly basis from, for example we usually get a higher demands to reset passwords on Monday or a decrease in WO on Friday.. Etc. The report shouldn't be too details but able to present the necessary information to the managers. I can get the raw-data from Track-IT but I’m completely lost in how to create/present a professional Trend Analysis report. I'm not sure how it should look like, what's the layout, and what data should be presented and what should be ignore.
Probably the best way for me to start is to get a sample of professional trends analysis report base on IT problems within a company, this should get me a general ideas as where to start and get me going... any helps will be much appreciated.
Thanks | |
| Stefket 2007-02-05, 9:27 am |
| Hi there,
I work in a helpdesk. 8 years now. about the same amnt of calls & issue's as you.
We use Lotus Notes and calls can be catagorized and then sorted by problem..
desktop, internet access, novell pswrd, and so forth..
I don't do analysis reports unfortunately but if I did, I would use spreadsheets and create visuals through powerpoint. You can do this on a wkend. Wish I could be of more help but that's what I would do if I was asked to do something like that. |
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