IT-Ticket-Analysis

Power BI Project Description Create a Power BI dashboard to analyze and improve the performance, efficiency, and customer satisfaction of the IT help desk using detailed ticketing system data.

Overview

The IT Help Desk dataset captures various aspects of the ticketing system used by an organization to manage and resolve IT-related issues. The dataset includes detailed information about each ticket, such as the requester, department, severity, priority, and duration of the ticket, along with satisfaction ratings. This information can be used to create a comprehensive Power BI dashboard that provides insights into the performance of the IT help desk, identifies areas for improvement, and helps in decision-making.

Project Objectives

1. Monitor the IT help desk's performance in resolving tickets, handling severity levels, and maintaining customer satisfaction.
2. Analyze ticket distribution across departments and IT owners to identify workload imbalances and optimize resource allocation.
3. Identify trends in ticket types, severities, and priorities to forecast future support needs and address recurring issues.
4. Enhance customer satisfaction by addressing pain points and improving the efficiency of ticket handling based on requestor demographics and seniority.

Column Description

1. ticket: Unique identifier for each ticket in the system.
2. Last Name: Last name of the individual who raised the ticket.
3. Department: Department to which the requestor belongs.
4. Groups: Group or team within the department.
5. Marital Status: Marital status of the requestor.
6. Age: Age of the requestor.
7. Business Unit: Business unit within the organization.
8. Gender: Gender of the requestor.
9. Job Classification: Job classification or title of the requestor.
10. RequestorSeniority: Seniority level of the requestor within the organization.
11. ITOwner: IT staff responsible for handling the ticket.
12. FiledAgainst: System, application, or service the ticket is filed against.
13. TicketType: Type or category of the ticket (e.g., issue, request, query).
14. Severity: The ticket's Severity level indicates the issue's impact.
15. Priority: Priority level assigned to the ticket, determining the urgency of resolution.
16. daysOpen: Number of days the ticket has been open.
17. Satisfaction: Customer satisfaction rating provided after the ticket resolution.

This dashboard will enable stakeholders to gain a comprehensive understanding of the IT help desk's performance and take data-driven actions to enhance efficiency and customer satisfaction.