IT Service Desk Statistics 2018-2019

Current Statistics
IT Service Desk for the 2018-19 Academic Year.
Statistics for email, phone, personal callers and web enquiries

Statistics Archive:
Statistics from previous academic years please click on the relevant link below:

2018/19 Academic Year Summary IT Service Desk statistics 2017-18
2018/19 Monthly Summaries IT Service Desk statistics 2016-17
2018/19 Weekly Statistics IT Service Desk statistics 2015-16
  IS Services Helpdesk statistics 2014-15
IS Services Helpdesk statistics 2013-14
IS Services Helpdesk statistics 2012-13
IS Services Helpdesk statistics 2011-12
IS Services Helpdesk statistics 2010-11
IS Services Helpdesk statistics 2009-10
IS Services Helpdesk statistics 2008-09

Summary for Academic Year 2018-2019 to date

Phone Calls (896 2000)
4543
Emails (itservicedesk@tcd.ie)
7717
Walk-In (Aras an Phiarsaigh)
3773
Web Submissions (http://ask.tcd.ie)
124
Total
16157

 


Monthly Summaries

November 2018

Call Source Email Phone Walk-In Web Total
Total Callers
2345
1474
995
48
4862
New & Logged in System
2345
673
439
48
3505
Resolved/Closed
1222
460
409
41
2132
Avg Closure Within 1 Week (%)
60.82

November Telephone Calls to the IT Service Desk

Total Number of Calls 1474
Average Queue Time 4:13
Average Maximum Queue Time 16:24
% Calls Answered Within Service Target* 83.71%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

October 2018

Call Source Email Phone Walk-In Web Total
Total Callers
2202
1411
1176
27
4816
New & Logged in System
2202
609
364
27
3202
Resolved/Closed
998
369
336
20
1723
Avg Closure Within 1 Week (%)
53.81

October Telephone Calls to the IT Service Desk

Total Number of Calls 1411
Average Queue Time 5:35
Average Maximum Queue Time 20:06
% Calls Answered Within Service Target* 83.50%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 

September 2018

Call Source Email Phone Walk-In Web Total
Total Callers
3170
1658
1602
49
6479
New & Logged in System
3170
711
525
49
4455
Resolved/Closed
1181
493
499
36
2209
Avg Closure Within 1 Week (%)
49.58

September Telephone Calls to the IT Service Desk

Total Number of Calls 1658
Average Queue Time 3:48
Average Maximum Queue Time 18:12
% Calls Answered Within Service Target* 84.70%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 


Weekly Statistics

Week ending 2nd December 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
486
314
167
5
972
 
New & Logged in Service Desk System
486
128
48
5
667
 
Assigned (Work not Started)
72
8
0
2
82
12.29
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
204
36
5
0
245
36.73
Resolved/Closed
210
84
43
3
340
50.97
New & Logged by %
72.86
19.19
7.20
0.75
 

Telephone Calls to the IT Service Desk

Total Number of Calls 314
Average Queue Time 3:18
Maximum Queue Time 15:31
% Calls Answered Within Service Target 80.67%
 

Week ending 25th November 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
491
313
213
3
1020
 
New & Logged in Service Desk System
491
175
117
3
786
 
Assigned (Work not Started)
57
7
2
0
66
8.40
Work In Progress
1
2
0
0
3
0.38
Pending (Waiting on More Info)
137
33
4
1
175
22.26
Resolved/Closed
296
133
111
2
542
68.96
New & Logged by %
62.47
22.26
14.89
0.38
 

Telephone Calls to the IT Service Desk

Total Number of Calls 313
Average Queue Time 4:35
Maximum Queue Time 16:19
% Calls Answered Within Service Target 81.89%
 

Week ending 18th November 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
447
262
219
30
958
 
New & Logged in Service Desk System
447
123
123
30
723
 
Assigned (Work not Started)
43
6
2
0
51
7.05
Work In Progress
0
1
0
0
1
0.14
Pending (Waiting on More Info)
180
46
7
1
234
32.37
Resolved/Closed
224
70
114
29
437
60.44
New & Logged by %
61.83
17.01
17.01
4.15
 

Telephone Calls to the IT Service Desk

Total Number of Calls 262
Average Queue Time 4:45
Maximum Queue Time 22:28
% Calls Answered Within Service Target 83.07%
 

Week ending 11th November 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
520
295
234
6
1051
 
New & Logged in Service Desk System
520
145
93
6
764
 
Assigned (Work not Started)
59
7
3
1
70
9.16
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
159
22
2
1
184
24.08
Resolved/Closed
302
116
88
4
510
66.75
New & Logged by %
68.06
18.98
12.17
0.79
 

Telephone Calls to the IT Service Desk

Total Number of Calls 295
Average Queue Time 4:19
Maximum Queue Time 13:52
% Calls Answered Within Service Target 86.61%
 

Week ending 4th November 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
401
290
162
4
857
 
New & Logged in Service Desk System
401
102
58
4
565
 
Assigned (Work not Started)
30
13
0
1
44
7.79
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
181
3
5
0
189
33.45
Resolved/Closed
190
57
53
3
303
53.63
New & Logged by %
70.97
18.05
10.27
0.71
 

Telephone Calls to the IT Service Desk

Total Number of Calls 290
Average Queue Time 4:10
Maximum Queue Time 13:52
% Calls Answered Within Service Target 86.31%
 

Week ending 28th October 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
456
347
194
4
1001
 
New & Logged in Service Desk System
456
124
46
4
630
 
Assigned (Work not Started)
43
6
1
1
51
8.10
Work In Progress
1
0
0
0
1
0.16
Pending (Waiting on More Info)
176
41
3
0
220
34.92
Resolved/Closed
236
77
42
3
358
56.83
New & Logged by %
72.38
19.68
7.30
0.63
 

Telephone Calls to the IT Service Desk

Total Number of Calls 347
Average Queue Time 4:16
Maximum Queue Time 20:55
% Calls Answered Within Service Target 82.25%
 

 

Week ending 21st October 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
535
336
276
5
1152
 
New & Logged in Service Desk System
535
149
70
5
759
 
Assigned (Work not Started)
130
17
0
0
147
19.37
Work In Progress
2
0
0
0
2
0.26
Pending (Waiting on More Info)
191
39
4
1
235
30.96
Resolved/Closed
212
93
66
4
375
49.41
New & Logged by %
70.49
19.63
9.22
0.66
 

Telephone Calls to the IT Service Desk

Total Number of Calls 336
Average Queue Time 3:24
Maximum Queue Time 22:43
% Calls Answered Within Service Target 84.69%
 

Week ending 14th October 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
584
377
372
9
1342
 
New & Logged in Service Desk System
584
157
115
9
865
 
Assigned (Work not Started)
103
16
6
1
126
14.57
Work In Progress
0
0
1
0
1
0.12
Pending (Waiting on More Info)
224
47
8
2
281
32.49
Resolved/Closed
257
94
100
6
457
52.83
New & Logged by %
67.51
18.15
13.29
1.04
 

Telephone Calls to the IT Service Desk

Total Number of Calls 377
Average Queue Time 10:49
Maximum Queue Time 15:35
% Calls Answered Within Service Target 82.24%
 

Week ending 7th October 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
627
351
334
9
1321
 
New & Logged in Service Desk System
627
179
133
9
948
 
Assigned (Work not Started)
88
15
1
1
105
11.08
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
246
59
4
1
310
32.70
Resolved/Closed
293
105
128
7
533
56.22
New & Logged by %
66.14
18.88
14.03
0.95
100
 

Telephone Calls to the IT Service Desk

Total Number of Calls 351
Average Queue Time 3:54
Maximum Queue Time 21:13
% Calls Answered Within Service Target 84.84%
 

Week ending 30th September 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
624
408
379
11
1422
 
New & Logged in Service Desk System
624
162
134
11
931
 
Assigned (Work not Started)
89
17
3
3
112
12.03
Work In Progress
1
0
0
0
1
0.11
Pending (Waiting on More Info)
229
40
8
1
278
29.86
Resolved/Closed
305
105
123
7
540
58.00
New & Logged by %
67.02
17.40
14.39
1.18
 

Telephone Calls to the IT Service Desk

Total Number of Calls 408
Average Queue Time 4:17
Maximum Queue Time 17:13
% Calls Answered Within Service Target 81.33%
 

 

Week ending 23rd September 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
870
415
330
10
1625
 
New & Logged in Service Desk System
870
186
132
10
1198
 
Assigned (Work not Started)
112
16
0
1
129
10.77
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
309
36
7
2
354
29.55
Resolved/Closed
449
134
125
7
715
59.68
New & Logged by %
72.62
15.53
11.02
0.83
 

Telephone Calls to the IT Service Desk

Total Number of Calls 415
Average Queue Time 2:57
Maximum Queue Time 13:49
% Calls Answered Within Service Target 90.22%
 

 

Week ending 16th September 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
992
449
538
11
1990
 
New & Logged in Service Desk System
992
212
184
11
1399
 
Assigned (Work not Started)
75
16
3
3
97
6.93
Work In Progress
2
0
0
0
2
0.14
Pending (Waiting on More Info)
505
51
5
0
561
40.10
Resolved/Closed
71
145
176
8
400
28.59
New & Logged by %
70.91
15.15
13.15
0.79
 

Telephone Calls to the IT Service Desk

Total Number of Calls 449
Average Queue Time 3:02
Maximum Queue Time 20:51
% Calls Answered Within Service Target 83.86%
 

Week ending 9th September 2018

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
684
386
355
17
1442
 
New & Logged in Service Desk System
684
151
75
17
927
 
Assigned (Work not Started)
68
8
0
2
78
8.41
Work In Progress
0
2
0
0
2
0.22
Pending (Waiting on More Info)
260
32
0
1
293
31.61
Resolved/Closed
356
109
75
14
554
59.76
New & Logged by %
73.79
16.29
8.09
1.83
 

Telephone Calls to the IT Service Desk

Total Number of Calls 386
Average Queue Time 4:58
Maximum Queue Time 20:55
% Calls Answered Within Service Target 83.41