IT Service Desk Statistics 2019-2020

Current Statistics
IT Service Desk for the 2019-20 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:

2019/20 Academic Year Summary IT Service Desk statistics 2018-19
2019/20 Monthly Summaries IT Service Desk statistics 2017-18
2019/20 Weekly Statistics IT Service Desk statistics 2016-17
  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 2019-2020 to date

Phone Calls (896 2000) 4012
Emails (itservicedesk@tcd.ie)
6686
Walk-In (Aras an Phiarsaigh)
4020
Web Submissions (http://ask.tcd.ie) 26
Total 14744

 


Monthly Summaries

October 2019

Call Source Email Phone Walk-In Web Total
Total Callers 2582 1585 1398 11 5576
New & Logged in System 2582 710 338 11 3641
Resolved/Closed 1137 431 295 5 1868
Avg Closure Within 1 Week (%) 51.30

October Telephone Calls to the IT Service Desk

Total Number of Calls 1585
Average Queue Time 4:05
Average Maximum Queue Time 16:45
% Calls Answered Within Service Target* 73.49%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

September 2019

Call Source Email Phone Walk-In Web Total
Total Callers 3099 1734 2085 12 6930
New & Logged in System 3099 782 459 12 4352
Resolved/Closed 1789 586 434 7 2816
Avg Closure Within 1 Week (%) 64.71

September Telephone Calls to the IT Service Desk

Total Number of Calls 1734
Average Queue Time 3:33
Average Maximum Queue Time 15:30
% Calls Answered Within Service Target* 77.78%
*Service Target = 75% of all incoming calls answered within 5 minutes                          

 


Weekly Statistics

Week ending 10th November 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 563 391 259 0 1213  
New & Logged in Service Desk System 563 148 98 0 809  
Assigned (Work not Started) 135 9 1 0 145 17.92
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 190 47 11 0 248 30.66
Resolved/Closed 237 92 86 0 415 51.30
New & Logged by % 69.59 18.29 12.11 0.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 391
Average Queue Time 04:19:00
Maximum Queue Time 18:08:00
% Calls Answered Within Service Target 69.43%
 

Week ending 3rd November 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 442 302 278 3 1025  
New & Logged in Service Desk System 442 122 47 3 614  
Assigned (Work not Started) 82 8 0 0 90 14.66
Work In Progress 1 0 0 0 1 0.16
Pending (Waiting on More Info) 191 24 9 2 226 36.81
Resolved/Closed 168 90 38 1 297 48.37
New & Logged by % 71.99 19.87 7.65 0.49  

Telephone Calls to the IT Service Desk

Total Number of Calls 302
Average Queue Time

5:44

Maximum Queue Time

24:57

% Calls Answered Within Service Target 74.36%
 

Week ending 27th October 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 554 320 206 2 1082  
New & Logged in Service Desk System 554 136 47 2 739  
Assigned (Work not Started) 55 11 0 0 66 8.93
Work In Progress 0 2 0 0 2 0.27
Pending (Waiting on More Info) 267 46 6 1 320 43.30
Resolved/Closed 232 77 41 1 351 47.50
New & Logged by % 74.97 18.40 6.36 0.27  

Telephone Calls to the IT Service Desk

Total Number of Calls 320
Average Queue Time

3:59

Maximum Queue Time

13:51

% Calls Answered Within Service Target 75.94%
 

Week ending 20th October 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 594 392 432 6 1424  
New & Logged in Service Desk System 594 190 85 6 875  
Assigned (Work not Started) 104 13 1 2 120 13.71
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 237 51 2 2 292 33.37
Resolved/Closed 253 126 82 2 463 52.91
New & Logged by % 67.89 21.71 9.71 0.69  

Telephone Calls to the IT Service Desk

Total Number of Calls 392
Average Queue Time

5:17

Maximum Queue Time

22:43

% Calls Answered Within Service Target 69.57%
 

Week ending 13th October 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 750 434 463 2 1649  
New & Logged in Service Desk System 750 194 102 2 1048  
Assigned (Work not Started) 82 14 3 0 99 9.45
Work In Progress 2 2 1 0 5 0.48
Pending (Waiting on More Info) 392 65 19 1 477 45.52
Resolved/Closed 272 113 79 1 465 44.37
New & Logged by % 71.56 18.51 9.73 0.19  

Telephone Calls to the IT Service Desk

Total Number of Calls 434
Average Queue Time

3:28

Maximum Queue Time

14:34

% Calls Answered Within Service Target 70.74%
 

Week ending 6th October 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 684 439 297 1 1421  
New & Logged in Service Desk System 684 190 104 1 979  
Assigned (Work not Started) 37 5 1 0 43 4.39
Work In Progress 1 1 0 0 2 0.20
Pending (Waiting on More Info) 266 69 10 0 345 35.24
Resolved/Closed 380 115 93 1 589 60.16
New & Logged by % 69.87 19.41 10.62 0.10 100  

Telephone Calls to the IT Service Desk

Total Number of Calls 439
Average Queue Time

3:37

Maximum Queue Time

15:55

% Calls Answered Within Service Target 77.71%
 

Week ending 29th September 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 733 431 435 1 1600  
New & Logged in Service Desk System 733 157 102 1 993  
Assigned (Work not Started) 52 6 1 1 60 6.04
Work In Progress 1 0 0 0 1 0.10
Pending (Waiting on More Info) 138 25 3 0 166 16.72
Resolved/Closed 542 126 98 0 766 77.14
New & Logged by % 73.82 15.81 10.27 0.10  

Telephone Calls to the IT Service Desk

Total Number of Calls 431
Average Queue Time

3:47

Maximum Queue Time

14:18

% Calls Answered Within Service Target 82.02%
 

Week ending 22nd September 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 677 404 530 1 1612  
New & Logged in Service Desk System 677 176 115 1 969  
Assigned (Work not Started) 52 9 0 0 61 6.30
Work In Progress 0 0 1 0 1 0.10
Pending (Waiting on More Info) 294 37 5 0 336 34.67
Resolved/Closed 331 130 109 1 571 58.93
New & Logged by % 69.87 18.16 11.87 0.10  

Telephone Calls to the IT Service Desk

Total Number of Calls 404
Average Queue Time

2:09

Maximum Queue Time

12:43

% Calls Answered Within Service Target 86.15%
 

Week ending 15th September 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 844 441 688 4 1977  
New & Logged in Service Desk System 844 215 152 4 1215  
Assigned (Work not Started) 79 16 2 2 99 8.15
Work In Progress 0 1 0 0 1 0.08
Pending (Waiting on More Info) 334 62 8 1 405 33.33
Resolved/Closed 431 136 142 1 710 58.44
New & Logged by % 69.47 17.70 12.51 0.33  

Telephone Calls to the IT Service Desk

Total Number of Calls 441
Average Queue Time

03:09

Maximum Queue Time

14:16

% Calls Answered Within Service Target 80.39%
 

Week ending 8th September 2019

Call Source

Email

Phone

Walk-In

Web

Total

Status%

Total Callers 845 458 432 6 1741  
New & Logged in Service Desk System 845 234 90 6 1175  
Assigned (Work not Started) 47 12 2 1 62 5.28
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 313 28 3 0 344 29.28
Resolved/Closed 485 194 85 5 769 65.45
New & Logged by % 71.91 19.91 7.66 0.51  

Telephone Calls to the IT Service Desk

Total Number of Calls 458
Average Queue Time 5:08
Maximum Queue Time 20:46
% Calls Answered Within Service Target 62.58%