Service Desk Weekly Report
Prepared by: [YOUR NAME]
Company: [YOUR COMPANY NAME]
Date : [CURRENT DATE]
I. Introduction
This Service Desk Weekly Report provides a concise overview of the activities, issues, and resolutions handled by the [YOUR COMPANY NAME] over the past week. Designed for internal stakeholders, including IT management and department heads, this report aims to track performance, identify trends, and support strategic decision-making related to IT service management.
II. Executive Summary
A quick snapshot of the week's key metrics and achievements. It highlights major incidents resolved, key service metrics, and any significant changes in ticket volume or type at [YOUR COMPANY NAME].
III. Analysis
Ticket Volume Analysis
Total Tickets Received: Number of new tickets received during the week at [YOUR COMPANY NAME].
Tickets Closed: Number of tickets successfully resolved and closed.
Open Tickets: Current open tickets, including those carried over from previous weeks.
Comparison with Previous Week: Analysis of ticket volume fluctuations compared to the previous week.
Service Level Agreement (SLA) Performance
SLA Compliance Rate: Percentage of tickets resolved within the agreed-upon time frames at [YOUR COMPANY NAME].
SLA Breaches: Details of incidents where the SLA was not met, including reasons for the breach and corrective actions taken.
Incident and Problem Management
Major Incidents: Summary of major incidents, their impact on business operations, and the solutions implemented at [YOUR COMPANY NAME].
Recurring Problems: Analysis of recurring issues, their root causes, and progress on long-term resolutions.
Knowledge Management: Updates on new knowledge articles created or existing articles updated to aid in faster resolution of incidents at [YOUR COMPANY NAME].
IV. Customer Satisfaction
Feedback Summary: Overview of customer feedback received through post-resolution surveys at [YOUR COMPANY NAME].
Customer Satisfaction Score: Average rating based on customer feedback.
Service Improvements: Adjustments made in response to customer feedback to enhance service quality at [YOUR COMPANY NAME].
V. Help Desk Team Performance
Staffing Levels: Current team size and any changes in staffing at [YOUR COMPANY NAME].
Training and Development: Training sessions held during the week and any planned training for improving team skills.
Employee of the Week: Recognition of a team member who has shown exemplary performance or improvement at [YOUR COMPANY NAME].
VI. IT Infrastructure Updates
System Upgrades: Details of any completed or scheduled system upgrades at [YOUR COMPANY NAME].
Outages and Downtime: Information on any IT infrastructure outages, their impact, and resolutions at [YOUR COMPANY NAME].
Security Alerts: Any security threats identified and actions taken to mitigate risks at [YOUR COMPANY NAME].
VII. Challenges and Opportunities
Challenges: Description of significant challenges faced by the service desk and the actions taken to address them at [YOUR COMPANY NAME].
Opportunities for Improvement: Identified areas where the service desk can enhance its operations or customer service at [YOUR COMPANY NAME].
VIII. Recommendations
Process Improvements: Suggestions for improving workflow, reducing ticket resolution time, or enhancing customer service at [YOUR COMPANY NAME].
Technology Enhancements: Recommendations for IT tools or technology upgrades to improve service delivery at [YOUR COMPANY NAME].
IX. Conclusion
This section wraps up the weekly report, summarizing the overall performance and outlook of the service desk at [YOUR COMPANY NAME]. It underscores the commitment to continuous improvement and excellence in service delivery.
X. Appendices
A. Detailed Ticket Logs: Comprehensive logs of all tickets received and resolved within the week at [YOUR COMPANY NAME].
B. Performance Data Charts: Graphical representations of ticket trends, SLA performance, and customer satisfaction.
C. Contact Information: Updated list of IT support team contacts for internal use at [YOUR COMPANY NAME].
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