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

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Executive Summary The goal of the Department of Information Technology (DIT) is to support the County in the creation and implementation of technology solutions to improve government services and modernize the County of Hawaii. DIT is responsible for researching, selecting, acquiring, implementing, and managing technology solutions to enable various departments to provide citizens with services that promote a safe, efficient, and productive community. The Help Desk provides support to end-users and endpoints in the County's domain, including endpoint support (configuration, deployment, and maintenance of desktop PCs, laptops, tablets, and peripherals) and end-user support (technical advice, recommendations, software installations, configuration, and endpoint connectivity). When an organization's help desk is running as designed, it provides several benefits to departments: facilitating knowledge sharing, promoting efficiency by using specialized tools and techniques, and providing insights into system performance to identify opportunities for improvement. Providing inadequate service can harm the organization's overall productivity, efficiency, and department satisfaction and generally detract from the organization's overall success. This audit evaluates the efficiency and effectiveness of internal controls over the help desk and help desk work orders and compares the Help Desk's support environment to best practices. Our audit identified several areas where the DIT's help desk could improve its operations. As of April 2023, our audit found that DIT's help desk needs to: • Develop key performance metrics to gauge efficiency, • Implement written policies and procedures over the help desk and help desk work orders, • Increase goal -driven management monitoring and program oversight, • Provide training to management, staff, and end-users, • Improve its ticketing system initial logging and back -end retention, • Maintain and promote professional competency through training, • Review resources and program architecture. Based on our audit's objectives and review of various components, we offer six recommendations to improve the efficiency and effectiveness of the DIT's help desk: Establish Key Performance Metrics 1. We recommend DIT's help desk establish performance metrics and benchmarks as it aligns with department expectations and industry best practices. Elements should include: a. Develop and implement key performance indicators (KPIs) and metrics to measure the effectiveness and productivity of the Help Desk based on industry standards. b. Utilize HelpSpot to its full potential to measure performance and collect valuable data that can be used to improve operations. Executive Summary 1