IT Service Desk · Annual performance review

Harbourline Regional Services: 12 months of service desk tickets

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Tickets raised per month

February spikes with new starters and the start of the half-year.

Resolution SLA met, by month

Share of tickets resolved within their priority's target. Dashed line is the 90% goal.

What the workload is made of

Ticket categories ranked by volume, with resolution time, SLA result and re-open rate.

Hardware repairs: SLA met by site

Remote sites wait for on-site visits. Dashed line is the 90% goal.

≥ 90% met60–89%< 60%

Average tickets per day, by weekday

SLA by priority

Targets: first response and full resolution.

Where fixes don't stick

Highest re-open rates by category and site (30+ tickets).

Findings and recommendations