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]