How can we explain the unexpected 25% increase in average resolution time for tickets handled by UST Global's IT support desk in the last two weeks?

Introduction

The unexpected 25% increase in average resolution time for tickets handled by UST Global's IT support desk over the past two weeks is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the support desk's performance and overall customer satisfaction.

To tackle this problem, I'll employ a structured approach that covers issue identification, hypothesis generation, validation, and solution development. My goal is to uncover the underlying factors contributing to this significant increase in resolution time and propose actionable steps to rectify the situation.

Step 1

Clarifying Questions (3 minutes)

• Given the sudden increase, I'm wondering about recent changes. Have there been any significant updates to the ticketing system or support processes in the last month?

Why it matters: Recent changes could directly impact resolution times. Expected answer: Yes, a new ticketing system was implemented two weeks ago. Impact on approach: If confirmed, we'd focus on system-related issues and training gaps.

• Considering potential staffing changes, has there been any notable turnover or absence in the IT support team recently?

Why it matters: Staff changes could affect team capacity and expertise. Expected answer: No significant changes in staffing. Impact on approach: If true, we'd shift focus to other factors like workload or complexity.

• Looking at ticket complexity, has there been a shift in the types of issues being reported in the last two weeks?

Why it matters: More complex issues naturally take longer to resolve. Expected answer: There's been an increase in network-related issues. Impact on approach: This would lead us to investigate network infrastructure and related training.

• Thinking about external factors, have there been any major software updates or security patches released by key vendors recently?

Why it matters: External updates can create a surge of related support tickets. Expected answer: A major operating system update was released three weeks ago. Impact on approach: If confirmed, we'd examine the impact of this update on our systems and users.