Scenario

Your supervisor has been assigned to be the interim manager of the IT Help Desk and needs your help. The previous help desk manager retired after many years in that position and never conducted any analysis of his team's performance. Coming into this new job, your supervisor would like to gain more insight into the strengths and challenges of her help desk team. First, you will need to collect data on the help desk tickets. This data will provide insight into the help desk's performance and give you clues on how to improve the unit. You learn that the help desk has several goals. These goals relate to the measurement of key performance metrics, such as the number of days tickets are open and client satisfaction ratings. You would like to know how well the team members achieved these goals under the previous manager. Analysis of the help desk data will help you understand the team’s performance on these goals. You plan to analyze the data using standard statistical methods in Microsoft Excel.

However, one of your colleagues suggests that you also use a data analytics tool called Cognos Analytics, which could help you uncover hidden information. Cognos Analytics can also create graphic depictions of the key information to help you visualize the data. You decide to use both approaches. Your task is to conduct data analysis and prepare a final report for your supervisor about your findings. Your report will include at least two visualizations created in Cognos and a set of recommended solutions for improving the performance of the help desk.

Competencies: Your work will be evaluated using the competencies listed below.

Organize document or presentation clearly in a manner that promotes understanding and meets the requirements of the assignment.

Develop coherent paragraphs or points so that each is internally unified and so that each functions as part of the whole document or presentation.

Tailor communications to the audience.

Use sentence structure appropriate to the task, message and audience.

Follow conventions of Standard Written English.

Identify numerical or mathematical information that is relevant in a problem or situation.

Employ mathematical or statistical operations and data analysis techniques to arrive at a correct or optimal solution.

Analyze mathematical or statistical information, or the results of quantitative inquiry and manipulation of data.

Employ software applications and analytic tools to analyze, visualize, and present data to inform decision-making.