Eun-ji Seo
Lead assessor. Former service desk supervisor; focuses on portal metric inventories and agent sessions.
About
A practice built around desk reality
Data Service Portal started when service desk leads in Gyeonggi-do asked for an outside reading of portal reports their vendors would not critique.
Mission
We help support operations teams interpret application analytics for support portals and service desk systems so leadership decisions match what agents and requesters experience. Our work stays close to ticket extracts, metric dictionaries, and live portal walks—not abstract maturity models.
Origin
The practice formed around engagements near Yangpyeong-eup, where mid-size organisations run regional helpdesks alongside headquarters portals. Early clients needed someone who could sit with agents on shift patterns, read Korean and English report packs, and write findings leadership would actually schedule against.
How we work
Every engagement begins with access and extracts, not a slide template. We speak with portal owners, reporting owners, and agents separately before we combine findings. Drafts go back for factual correction. Debriefs stay short: severity, evidence, and next owners.
People
Min-jun Baek
Metric review specialist. Builds corrected KPI dictionaries and bias notes for monthly packs.
Hye-rin Cho
Briefing facilitator. Runs monthly anomaly notes for operations directors.
Values
- Prefer specific ticket evidence over polished averages.
- Write in the language of the desk, not vendor marketing.
- Separate included work from excluded work in every proposal.
- Respect shift coverage when booking agent sessions.