01 / The brief

The question

Build a clear Power BI dashboard that helps IT teams monitor ticket performance, improve SLA tracking, understand resolution delays, and manage help desk workload.

This project analyzes IT help desk ticket data using Power BI. It helps users understand ticket volume, SLA compliance, agent performance, resolution time, satisfaction rate, issue types, priority levels, severity levels, and monthly ticket trends. The dashboard includes two report pages. The first page focuses on help desk KPI tracking, ticket resolution performance, top agents, day type analysis, priority analysis, request categories, and resolution groups. The second page focuses on satisfaction category, SLA status, issue type, priority and severity analysis, monthly ticket trends, and normal ticket growth over time.

Results & observations

  • The final dashboard gives a clear view of help desk performance, ticket workload, SLA compliance, agent productivity, resolution speed, and customer satisfaction.
  • Users can quickly identify high ticket categories, SLA problems, delayed resolutions, top agents, and monthly support trends.

Challenges

  • Combining ticket, agent, SLA, priority, severity, issue type, and satisfaction data into one dashboard
  • Making ticket delays and SLA issues easy to understand
  • Showing support workload clearly across agents and categories
  • Comparing ticket trends across months and years
  • Designing simple IT support visuals for quick decision-making

Approach

  1. I cleaned and prepared the IT help desk ticket dataset.
  2. I created Power BI measures for total tickets, total agents, SLA compliance rate, average resolution time, satisfaction rate, and ticket trends.
  3. I designed dashboard pages for help desk overview and deeper ticket performance analysis.
  4. I added visual comparisons by issue type, month, priority, severity, resolution status, agent, satisfaction category, and SLA group.
Implementation details

Data Preparation

Cleaned and prepared the IT help desk ticket dataset for analysis.

Data Modeling

Created the Power BI data model for tickets, agents, issue types, priority, severity, SLA status, and satisfaction.

DAX Development

Built measures for total tickets, total agents, SLA compliance rate, average resolution time, satisfaction rate, and ticket trends.

Dashboard Design

Designed help desk overview and ticket performance analysis pages.

SLA and Ticket Analysis

Created visuals to analyze tickets by SLA status, priority, severity, issue type, request category, agent, month, and day type.

Final Formatting

Formatted KPI cards, bar charts, line charts, donut charts, area charts, and grouped visuals for clear IT support reporting.

Explore the report

Select a screenshot for a larger view.