IT Support & Helpdesk

Many of the most effective IT support and helpdesks differentiate themselves through strong analytics. In fact, it’s likely at least one of your competitors is already leveraging support-desk data to gain insights.

If you want to extract more value from your support and helpdesk data but don’t know where to begin, this article is a great starting point. It will show you how to turn data into actionable insights.

Data Visualization & Dashboards

You don’t need to spend your whole day staring at support-desk spreadsheets. Dashboards exist so you don’t have to. A well-designed dashboard presents a concise view — often no more than 10 graphics or tables — that surfaces only the most critical business metrics.

When done properly, dashboards become a powerful help-desk analytics tool.

You get easy, self-service access to key KPIs — like first response time, customer satisfaction, and issue-resolution rate.

Support staff no longer waste time creating ad-hoc reports.

Users and managers don’t have to dig through large volumes of raw data.

Real-Time Analytics

Real-time data can dramatically enhance help-desk analytics. At Boxplot, we write scripts that connect to APIs, pull data from databases, and automate processing. These scripts can run as often — or as little — as you need.

The result: a dynamic help-desk KPI dashboard that updates automatically whenever new data arrives. If you’re tired of manually updating reports, real-time analytics and automation deliver a much more efficient alternative.

Machine Learning & Incident Prediction

What if you could predict IT incidents before they happen?

With machine learning, that’s possible. Data scientists can build predictive models that detect patterns from historical IT-support incidents — allowing you to anticipate and prevent future issues. Because these models rely on data — not intuition — they’re often more accurate and unbiased than manual predictions.

A machine learning-based approach is often a more reliable means of predicting events than pure intuition because computers are not subject to the same biases as humans. Thus, professionals can leverage the massive amount of historical data on IT support incidents to try to predict future problems.

Turn Your Service-Desk Data Into Action

We offer tailored training sessions on modern data-analytics tools, as well as full-scale data solution engineering, to help you make the most of your support-desk data. Contact us to start putting your data to work.

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