Service Desk Handover Report
Service Desk Handover Report
I. Introduction
Date: March 15, 2050
Time: 08:00 AM
Prepared By: [YOUR NAME]
Email: [YOUR EMAIL]
II. Summary of Activities
A. Resolved Issues
|
Issue |
Resolution |
Resolved By |
Date |
|---|---|---|---|
|
Password reset request |
Password reset successfully and user informed via email and phone call. |
[YOUR NAME] |
March 14, 2050 |
|
Software installation |
Installed and tested Adobe Photoshop and provided the user with a quick start guide. |
Darcy Pickett |
March 14, 2050 |
B. Unresolved Issues
|
Issue |
Current Status |
Next Steps |
Assigned To |
|---|---|---|---|
|
Network connectivity problems |
Escalated to the network team |
Awaiting update from the network team |
Joey Payne |
|
Email not syncing |
Under investigation |
Further troubleshooting, consider reinstallation |
[YOUR NAME] |
III. Major Incidents and Issues
A. Incident Summary
|
Detail |
Information |
|---|---|
|
Incident ID |
43724 |
|
Description |
Server outage affecting multiple departments |
|
Impact |
High – disrupted business operations for 2 hours |
|
Resolution |
Server reboot, configuration check, and rollback of conflicting software update |
|
Resolved By |
Darcy Pickett |
|
Date |
March 14, 2050 |
|
Follow-Up Actions |
Regular monitoring and review update process to prevent similar issues |
IV. Performance Metrics
A. Ticket Resolution Time
|
Metric |
Value |
|---|---|
|
Average Resolution Time |
4 hours |
|
Longest Resolution Time |
12 hours |
|
Shortest Resolution Time |
30 minutes |
B. Customer Satisfaction
|
Feedback Type |
Percentage |
|---|---|
|
Positive Feedback |
85% |
|
Neutral Feedback |
10% |
|
Negative Feedback |
5% |
V. Knowledge Transfer
A. Important Notes for Incoming Shift
|
Note |
Details |
|---|---|
|
Ongoing Issues |
Monitor unresolved tickets, especially those escalated to other teams (e.g., network issues). |
|
Priority Tickets |
High-priority tickets related to network connectivity and server performance should be addressed promptly. |
|
Communication |
Maintain clear and timely communication with users regarding their tickets. Provide regular updates to ensure users are informed about the status of their requests. |
B. Documentation Updates
|
Update |
Details |
|---|---|
|
Troubleshooting Steps |
Updated internal knowledge base with new troubleshooting steps for common email syncing issues. |
|
Server Conflict Handling |
Added a new entry in the knowledge base for handling server conflicts post-software updates. |
VI. Conclusion
The shift successfully handled a variety of issues, maintaining a high level of performance and customer satisfaction. Ongoing issues have been escalated or are under investigation. The incoming team is advised to focus on unresolved tickets and ensure continuity in support operations.
For any further information or clarification, please contact [YOUR NAME] at [YOUR EMAIL].
[YOUR COMPANY NAME]
[YOUR COMPANY ADDRESS]
[YOUR COMPANY WEBSITE]
[YOUR COMPANY SOCIAL MEDIA]
