Since inception, service desk has directly supported our partners and products consumers on reported system issues through established contact channels e.g. service toll-free line, ticketing portal etc. All the provided services are constantly monitored through a specialized issues ticketing system managed by the unit. As of Aug 2020, the unit has handled a total of 3090 issues with a closing rate of 93%.
The tickets are classified by category and type as shown.
For effective handling and prioritization of cases, the tickets are further classified by issue types. The types include;
Bugs, Support, Enhancement, Training or Unclassified as shown below:
Tickets are further categorized by the Service Delivery Partner (SDP) responsible for the facility reporting an issue. This facilitates horizontal follow ups and faster turn arounds in issues resolution – especially where the issue may requires “boots on the ground” attention and solution. Below is the statistics of cumulative issues ticketed by SDP as of Aug 2020.
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