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IT Service Desk Statistics

IT Service Desk Statistics for 2021/2022

Summary for Academic Year 2021-2022 to date

Phone Calls (896 2000) 988
Emails (itservicedesk@tcd.ie) 2660
Walk-In (Aras an Phiarsaigh) 0
Web Submissions (http://ask.tcd.ie) 21
WebChat (https://www.tcd.ie/itservices/help/chat/) 113
Total 3792

Monthly Statistics

September 2021

Call Source Email Phone WebChat Web Total
Total Callers          
New and Logged in System          
Resolved/Closed          
Avg Closure Within 1 Week (%)  

September Telephone Calls to the IT Service Desk

Total Number of Calls  
Average Queue Time  
Average Maximum Queue Time  
% Calls Answered Within Service Target*  
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Week ending 12th September 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1557 550 62 9 2178  
New and Logged in Service Desk System 1557 169 26 9 1761  
Assigned (Work not Started) 92 5 0 0 97 5.51
Work In Progress 2 0 0 0 2 0.11
Pending (Waiting on More Info) 730 59 11 0 800 45.43
Resolved/Closed 733 105 15 9 862 48.95
New and Logged by % 88.42 9.60 1.48 0.51  

Telephone Calls to the IT Service Desk

Total Number of Calls 550
Average Queue Time 11:46
Maximum Queue Time 34:02
% Calls Answered Within Service Target 23.58%

Week ending 5th September 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1103 448 51 12 1614  
New and Logged in Service Desk System 1103 157 19 12 1291  
Assigned (Work not Started) 111 8 0 3 122 9.45
Work In Progress 2 0 0 0 2 0.15
Pending (Waiting on More Info) 453 54 4 2 513 39.74
Resolved/Closed 536 95 15 7 653 50.58
New and Logged by % 85.44 12.16 1.47 0.93  

Telephone Calls to the IT Service Desk

Total Number of Calls 448
Average Queue Time 7:08
Maximum Queue Time 30:38
% Calls Answered Within Service Target 47.22%

Statistics Archive

Click on the links below to view statistics for previous academic years: