Summary

This Power BI IT Support Performance & SLA Dashboard provides a four-page view of service desk operations. It tracks ticket volume, average daily ticket intake, resolution time, and SLA compliance across multiple support queues.

Created by Zulay Vivas, this report won the FP20 Analytics ZoomCharts Challenge in July 2025. It uses an IT helpdesk dataset containing more than 1,000 support tickets.

Key Insights of the Power BI IT Support Performance & SLA Dashboard

The report combines an operational overview with focused priority and country-level analysis. Its main insights include:

• Ticket volume: Monitor overall support demand and average daily ticket intake
• Resolution time: Analyze how quickly support requests move from creation to resolution
• SLA compliance: Track service-level performance across the available support queues
• Performance changes: Use month-over-month indicators to identify shifts in key support measures
• Priority analysis: Compare ticket performance across different priority levels
• Geographic analysis: Explore ticket activity and performance by requester country

Combo PRO displays ticket trends over time, while Combo Bar PRO supports comparisons between operational groups. Map PRO adds country-level context, and Donut PRO provides clear category and workload breakdowns.

How to Use This Power BI IT Support Performance & SLA Dashboard

Move between the four report pages to explore the overall support operation, priority patterns, and geographic performance. Click active chart elements, map locations, and donut segments to filter related visuals and drill into individual ticket groups.

Preview the interactive report online or download the .pbix template to examine its data model, calculations, KPI design, and visual settings. Replace the sample data with your own service desk records to adapt the dashboard for IT support reporting.