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IT Helpdesk & SLA Optimization
Project Year
2023
Core Technologies
Jira Service ManagementITIL FrameworkSLA TrackingKnowledge Base (SOP)Remote Support
Project Overview & Key Deliverables
Restructured the internal IT Helpdesk ticketing system using Jira Service Management to streamline support requests and track SLA metrics.
Key Deliverables:
Results & Impact:
Key Deliverables:
- Categorized incident and service request types (Hardware, Software, Access, Network, Printing).
- Established clear SLA tiers: Critical (1h response), High (4h response), Normal (24h resolution).
- Authored 25+ step-by-step Knowledge Base articles and self-service troubleshooting guides for end-users.
- Integrated email-to-ticket auto-routing and Slack notifications for immediate incident awareness.
Results & Impact:
- Reduced First Response Time (FRT) by 40% and Mean Time to Resolution (MTTR) by 35%.
- Achieved a 98% user satisfaction rating across 500+ resolved tickets.
Role & Responsibilities
IT Support Specialist / Helpdesk Lead
- Configured ticketing forms, custom fields, and automated escalation workflows.
- Provided hands-on L1/L2 technical support via remote tools and on-site visits.
- Prepared monthly incident reports for management review.