IT Service Desk Statistics 2017-2018

Below are the statistics for email, phone, personal callers and web enquiries to the IT Service Desk for the 2017-18 Academic Year.

For statistics from previous academic years please click on the relevant link below:


 

Summary for Academic Year 2017-2018 to date

Phone Calls (896 2000) 2488
Emails (itservicedesk@tcd.ie) 4250
Walk-In (Aras an Phiarsaigh) 2425
Web Submissions (http://ask.tcd.ie) 103
Total 9266

 


Monthly Summaries

September 2017

Call Source Email Phone Walk-In Web Total
Total Callers
2897
1722
1661
87
6367
New & Logged in System
2897
805
348
87
4137
Resolved/Closed 1341 605 231 57 2234
Avg Closure Within 1 Week (%) 54.00%

September Telephone Calls to the IT Service Desk

Total Number of Calls 1722
Average Queue Time 3:29
Average Maximum Queue Time 16:39
% Calls Answered Within Service Target* 87.60%
*Service Target = 75% of all incoming calls answered within 15 minutes                          

 


Weekly Statistics

Week ending 15th October 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
643
386
340
11
1380
 
New & Logged in Service Desk System
643
246
140
11
1040
 
Assigned (Work not Started)
90
18
1
1
110
10.58
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
219
32
2
5
258
24.81
Resolved/Closed
334
196
137
5
672
64.62
New & Logged by %
61.83
23.65
13.46
1.06
 

Telephone Calls to the IT Service Desk

Total Number of Calls 386
Average Queue Time 3:39
Maximum Queue Time 17:36
% Calls Answered Within Service Target 88.25%
 

Week ending 8th October 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
710
380
424
5
1519
 
New & Logged in Service Desk System
710
229
138
5
1082
 
Assigned (Work not Started)
110
14
1
0
125
11.55
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
276
46
3
3
328
30.31
Resolved/Closed
324
169
134
2
629
58.13
New & Logged by %
65.62
21.16
12.75
0.46
 

Telephone Calls to the IT Service Desk

Total Number of Calls 380
Average Queue Time 2:35
Maximum Queue Time 10:29
% Calls Answered Within Service Target 92.46%
 

Week ending 1st October 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
836
458
697
11
2002
 
New & Logged in Service Desk System
836
287
130
11
1264
 
Assigned (Work not Started)
120
19
3
1
143
11.31
Work In Progress
0
0
0
0
0
0.00
Pending (Waiting on More Info)
307
43
4
1
355
28.09
Resolved/Closed
409
225
123
9
766
60.60
New & Logged by %
66.14
22.71
10.28
0.87
 

Telephone Calls to the IT Service Desk

Total Number of Calls 458
Average Queue Time 2:24
Maximum Queue Time 9:18
% Calls Answered Within Service Target 90.16%
 

Week ending 24th September 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
744
455
493
21
1713
 
New & Logged in Service Desk System
744
186
130
21
1081
 
Assigned (Work not Started)
114
14
0
0
128
11.84
Work In Progress
0
0
2
1
3
0.28
Pending (Waiting on More Info)
302
34
2
8
346
32.01
Resolved/Closed
328
138
26
12
504
46.62
New & Logged by %
68.83
17.21
12.03
1.94
 

Telephone Calls to the IT Service Desk

Total Number of Calls 455
Average Queue Time 3:59
Maximum Queue Time 16:52
% Calls Answered Within Service Target 84.07%
 

Week ending 17th September 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers
661
414
304
39
1418
 
New & Logged in Service Desk System
661
152
22
39
874
 
Assigned (Work not Started)
109
14
3
2
128
14.65
Work In Progress
3
1
0
0
4
0.46
Pending (Waiting on More Info)
240
30
1
9
280
32.04
Resolved/Closed
309
107
18
28
462
52.86
New & Logged by %
75.63
17.39
2.52
4.46
 

Telephone Calls to the IT Service Desk

Total Number of Calls 414
Average Queue Time 3:44
Maximum Queue Time 20:52
% Calls Answered Within Service Target 88.63%
 

Week ending 10th September 2017

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 656 395 167 16 1234  
New & Logged in Service Desk System 656 180 66 16 918  
Assigned (Work not Started) 180 16 0 5 201 21.90
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 181 29 2 3 215 23.42
Resolved/Closed 295 135 64 8 502 54.68
New & Logged by % 71.46 19.61 7.19 1.74  

Telephone Calls to the IT Service Desk

Total Number of Calls 395
Average Queue Time 03:52
Maximum Queue Time 19:36
% Calls Answered Within Service Target 87.56%