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

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c. Train Help Desk staff on the importance of performance metrics, KPIs and how to use HelpSpot to collect and analyze data. In addition, these KPIs should be regularly monitored and reviewed to ensure they remain relevant and effective. Develop and Enforce Policies and Procedures 2. We recommend DIT 's help desk continue to develop, implement, and formalize written policies and procedures to provide requisite knowledge and expectations to help desk staff. Additionally, management should prioritize a schedule to review and update policies and procedures annually to reflect changes in technology, business needs, and industry best practices. Increase Monitoring and Program Oversight 3. We recommend DIT 's help desk memorialize and maintain routine monitoring and oversight procedures for internal controls to ensure their effectiveness in the help desk's day-to-day operations. Elements should include: a. Develop a process for monitoring the productivity and performance of help desk staff to identify improvement areas and optimize service delivery. b. Define service -level expectations and metrics to ensure that the help desk meets department goals and expectations and provides high-quality service to end- users. c. Implement regular oversight reviews to ensure that the help desk is complying with applicable industry best practices, laws, and governance and is achieving the expected results. d. Provide clear direction and expectations for help desk staff to ensure they work effectively and efficiently towards department goals. e. Ensure that dedicated oversight is responsible for reviewing and monitoring the help desk service to identify and address any issues or areas for improvement. Provide Training 4. 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 in new and existing tools and ongoing professional development opportunities to ensure staff is current on industry best practices and department expectations. 5. We further recommend DIT provide training to end-users on the appropriate use of the ticketing system. 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. 2 Executive Summary