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What is DIT's Demand for Services? <br /> <br />The workload for DIT staff is increasingly driven by help desk service tickets, with the number of <br />tickets steadily rising. In fiscal years 2018 and 2019, the help desk received approximately 7,421 <br />tickets per year. This number has surged by about 10% to approximately 8,217 tickets per year <br />in fiscal years 2021 and 2022. The COVID-19 pandemic and the shift to remote work contributed <br />to this increase. <br /> <br />This translates to approximately 200 more tickets per analyst, with requests including: <br />• Support of remote work <br />• Additional device deployment <br />• Password resets <br /> <br />Self-reported data noted the help desk was able to close or resolve about 99.53% of the tickets <br />received. However, there is no documentation to support independent verification of this claim. <br /> <br />Tickets Received for FY 21-22 by Department. <br /> <br />Finance, 2,266. <br />Public Works, 1,960. <br />Information Technology, 1,492. <br />Planning, 1,214 <br />Environmental Management, 1,180. <br />Parks & Recreation, 1,109. <br />Fire, 1,090. <br />County Clerk/ Council, 619. <br />Human Resources, 569. <br />Research and Development, 565. <br />Corporation Counsel, 467. <br />Prosecuting Attorney, 456. <br />Mayor's Office, 441. <br />Mass Transit Agency, 376. <br />Civil Defense, 337. <br />Office of Housing, 294. <br />Police, 260. <br />Elections, 193. <br />Liquor Control, 161. <br />Water Supply, 117. <br />Office of Aging, 112. <br />County Auditor, 107. and <br />Legislative Research, 4. <br /> <br />Compiled by the Office of the County Auditor <br /> <br />Introduction 15 <br />