Internal Helpdesk Ticketing Process Optimization

IT Support Process Optimization

Timeline

2017

Skills

ServiceNow, Excel, Process Mapping, Documentation, Troubleshooting Templates

Project Overview

Led a simulation-based optimization project for internal IT helpdesk operations. Created and categorized over 100 test tickets in ServiceNow, benchmarked response times, and developed 15+ reusable templates for common technical issues like VPN and printer failures.

Results

  • Improved triage accuracy by 28% through structured incident categorization.

  • Reduced average resolution time by 21% across test categories.

  • Built visual dashboards using Excel to track KPIs and identify throughput bottlenecks, reducing simulation cycle time by 36%.