2023-02 Department of Information Technology Help Desk and Help Desk Work Orders

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Audit Activity To determine if DIT provided adequate training, we reviewed relevant documents, conducted interviews with appropriate management and staff, and made observations during site visits and found: • While training was previously integrated, there is currently no formalized training for employees • The lack of written policies and procedures makes it difficult for training to be a priority • DIT lacks uniformity and transparency in daily operations • End-users often unknowingly hinder efficiency due to their lack of understanding and knowledge of help desk processes • DIT does not provide training to end-users which can lead to confusion and inefficiencies Cause of the Condition DIT's management does not prioritize training for help desk staff and end-users, leading to a lack of understanding and knowledge about help desk processes and hindering the efficiency and effectiveness of daily operations. Effect of the Condition The lack of training throughout DIT results in reduced productivity, increased errors, inconsistencies in help desk processes, decreased customer satisfaction, and a lack of compliance with internal expectations and industry best practices. Finding 4: Lack of Training Recommendations 4 & 5: Provide Training We recommend DIT's help desk implement formalized training programs for help desk staff to ensure they are equipped with the necessary skills and knowledge to support the technology needs of the County of Hawaii. This should include training on new and existing tools and ongoing professional development opportunities to ensure that staff is up-to-date on industry best practices and department expectations. We further recommend DIT provide training to end-users on the appropriate use of the Help Desk. This training should include education on submitting and prioritizing work orders, providing adequate and complete information when submitting a ticket, and the importance of following up with the Help Desk for updates and resolution. 27 Lack of Training Initiatives