Executive service desk overview
▼Support activity across all sites for the period.
Tickets raised
14
Resolved
8
57% within period
Open / in progress
6
High priority
3
Ticket volume & trend
▼Tickets raised versus resolved over the period.
Raised vs resolved
By week
Priority & status
▼Distribution of ticket priority and current status.
Priority breakdown
All tickets
Status breakdown
Current state
Categories & top consumers
▼Where demand comes from, by category and by site.
Top request categories
By ticket count
Top consumers (by site)
Ticket volume by site
Recurring issue themes
▼Patterns worth addressing proactively.
Access & permissions
Volume3 tickets
Shared-drive and SharePoint permission requests — candidate for a self-service access process.
Network at Northern Office
Volume2 tickets
VPN and call-quality issues align with the degraded uplink noted in the network report.
Ageing hardware
Volume3 tickets
Slowness and screen faults on older laptops — factor into the device refresh plan.
Ticket register
▼All tickets this period. Search, sort, or filter by priority, status, site or category.
Tickets
| Ref | Subject | Category | Priority | Status | Site | Requester | Opened | Resolution |
|---|---|---|---|---|---|---|---|---|
| SD-5012 | Cannot access shared drive | Access | High | Resolved | Melbourne Office | Alex Morgan | 02 Jul | 3h 20m |
| SD-5019 | Outlook not syncing | Microsoft 365 | Medium | Resolved | Northern Office | Jordan Lee | 04 Jul | 1h 05m |
| SD-5023 | New starter setup | Onboarding | Medium | Resolved | Melbourne Office | Taylor Smith | 06 Jul | 1d 2h |
| SD-5031 | Printer offline | Hardware | Low | Resolved | Regional Office | Morgan Reid | 09 Jul | 45m |
| SD-5037 | Password reset | Access | Low | Resolved | Community Services Centre | Sam Patel | 11 Jul | 15m |
| SD-5044 | Teams call quality poor | Network | Medium | Resolved | Northern Office | Jamie Nguyen | 14 Jul | 2h 40m |
| SD-5051 | Laptop running slow | Hardware | Low | In progress | Melbourne Office | Robin Chen | 16 Jul | — |
| SD-5058 | MFA device replacement | Access | Medium | Resolved | Regional Office | Casey Williams | 18 Jul | 55m |
| SD-5063 | SharePoint permission request | Microsoft 365 | Medium | Open | Melbourne Office | Alex Morgan | 19 Jul | — |
| SD-5067 | Mailbox nearly full | Microsoft 365 | Low | Open | Community Services Centre | Sam Patel | 19 Jul | — |
| SD-5069 | VPN will not connect | Network | High | In progress | Northern Office | Jordan Lee | 20 Jul | — |
| SD-5071 | Software install request | Software | Low | Open | Regional Office | Morgan Reid | 20 Jul | — |
| SD-5072 | Screen flickering | Hardware | Medium | Open | Melbourne Office | Taylor Smith | 20 Jul | — |
| SD-5074 | Suspicious email query | Security | Medium | Resolved | Community Services Centre | Casey Williams | 20 Jul | 35m |
Action items
▼Clear ownership between vPossible and the client.
vPossible action items
- Resolve the 4 open tickets within SLA
- Investigate Northern Office VPN with the network fix
- Prepare a self-service access request form
Client action items
- Approve the device refresh shortlist
- Confirm SharePoint permission owners
- Remind staff to report suspicious email via the button
Watch list
- Ageing-hardware fault rate
- Repeat access requests
- Northern Office network stability
Recommendations
▼Recommended next steps
- Introduce a self-service access-request workflow to reduce Access tickets.
- Prioritise the Northern Office network remediation to cut VPN and call-quality tickets.
- Bring ageing laptops into the device refresh plan.
- Keep reinforcing phishing reporting through security awareness training.