ICTO Help Desk received a total of 12,035 support service calls in the year 2019.  The demand for the IT support service is increasing.

Figure: Number of Service Calls (By Year 2016 – 2019)

99.48% of service calls were solved within service target.

Figure: Number of Service Calls in 2019 and the Percentage of Calls Resolved within Service Target

In 2019, majority of service calls were reported via email to ICTO Help Desk.  Phone to Help Desk hotline and self-service via IT Service Management System were other commonly used reporting channels.  IT Service Management System provides self-service for staff to submit and manage their requests.

Figure: 2019 Support Calls By Reported Channels

Here is the list of the top ten types of service calls that Help Desk served in 2019. The most common among all service calls was equipment inspection.

Figure: Top 10 Service Calls Categories

Remote Support is a secure and quick method to provide technical support by establishing a remote connection to the computers to resolve the problems.  In 2019, 814 calls (6.76% of all service calls) were resolved efficiently through remote support. Remote support was effective for solving software problem, email problem etc. and software installation.

Figure: Top 3 Types of Calls Solved by Remote Support Service

By the end of 2019, 77.2% of computers were installed with Windows 10.