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IT Service Desk Statistics

IT Service Desk Statistics for 2020/2021

Summary for Academic Year 2020-2021 to date

Phone Calls (896 2000) 8800
Emails (itservicedesk@tcd.ie) 22409
Walk-In (Aras an Phiarsaigh) 0
Web Submissions (http://ask.tcd.ie) 252
WebChat (https://www.tcd.ie/itservices/help/chat/) 1440
Total 31461

Monthly Statistics

March 2021

Call Source Email Phone WebChat Web Total
Total Callers 2877 1149 192 35 4253
New and Logged in System 2877 437 53 35 3402
Resolved/Closed 1633 229 34 15 1911
Avg Closure Within 1 Week (%)
56.17

February Telephone Calls to the IT Service Desk

Total Number of Calls 1003
Average Queue Time 3:54
Average Maximum Queue Time 12:54
% Calls Answered Within Service Target* 77.13%
*Service Target = 75% of all incoming calls answered within 5 minutes

 

February 2021

Call Source Email Phone WebChat Web Total
Total Callers 2729 1003 195 20 3947
New and Logged in System 2729 346 58 20 3153
Resolved/Closed 1472 204 33 12 1721
Avg Closure Within 1 Week (%) 54.58

February Telephone Calls to the IT Service Desk

Total Number of Calls 1003
Average Queue Time 7:44
Average Maximum Queue Time 24:57
% Calls Answered Within Service Target* 70.60%
*Service Target = 75% of all incoming calls answered within 5 minutes

January 2021

Call Source Email Phone WebChat Web Total
Total Callers 2571 945 138 30 3684
New and Logged in System 2571 348 51 30 3000
Resolved/Closed 1304 212 32 17 1565
Avg Closure Within 1 Week (%) 52.17

January Telephone Calls to the IT Service Desk

Total Number of Calls 945
Average Queue Time 4:01
Average Maximum Queue Time 18:24
% Calls Answered Within Service Target* 80.04%
*Service Target = 75% of all incoming calls answered within 5 minutes

December 2020

Call Source Email Phone WebChat Web Total
Total Callers 1839 788 143 19 2789
New and Logged in System 1839 322 40 19 2220
Resolved/Closed 1156 240 30 9 1435
Avg Closure Within 1 Week (%) 64.64

December Telephone Calls to the IT Service Desk

Total Number of Calls 788
Average Queue Time 3:26
Average Maximum Queue Time 12:50
% Calls Answered Within Service Target* 82.39%
*Service Target = 75% of all incoming calls answered within 5 minutes

November 2020

Call Source Email Phone WebChat Web Total
Total Callers 3440 1333 256 29 5058
New and Logged in System 3440 581 94 29 4144
Resolved/Closed 1606 362 61 14 2043
Avg Closure Within 1 Week (%) 49.30

November Telephone Calls to the IT Service Desk

Total Number of Calls 1333
Average Queue Time 4:52
Average Maximum Queue Time 21:07
% Calls Answered Within Service Target* 74.73%
*Service Target = 75% of all incoming calls answered within 5 minutes

October 2020

Call Source Email Phone WebChat Web Total
Total Callers 4547 1963 311 56 6877
New and Logged in System 4547 727 121 56 5451
Resolved/Closed 2166 485 79 25 2755
Avg Closure Within 1 Week (%) 50.54

October Telephone Calls to the IT Service Desk

Total Number of Calls 1963
Average Queue Time 3:54
Average Maximum Queue Time 14:54
% Calls Answered Within Service Target* 76.23%
*Service Target = 75% of all incoming calls answered within 5 minutes

September 2020

Call Source Email Phone WebChat Web Total
Total Callers 5887 2281 311 79 8558
New and Logged in System 5887 873 101 79 6940
Resolved/Closed 3133 627 71 30 3861
Avg Closure Within 1 Week (%) 55.63

September Telephone Calls to the IT Service Desk

Total Number of Calls 2281
Average Queue Time 5:56
Average Maximum Queue Time 30:17
% Calls Answered Within Service Target* 60.41%
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Week ending 10th April 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 519 176 38 5 738  
New and Logged in Service Desk System 519 89 5 5 618  
Assigned (Work not Started) 27 5 0 0 32 5.18
Work In Progress 5 1 0 0 6 0.97
Pending (Waiting on More Info) 228 33 0 3 264 42.72
Resolved/Closed 259 50 5 2 316 51.13
New and Logged by % 83.98 14.40 0.81 0.81  

Telephone Calls to the IT Service Desk

Total Number of Calls 176
Average Queue Time 04:46
Maximum Queue Time 16:52:00
% Calls Answered Within Service Target 77.34%

Week ending 4th April 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 567 232 40 3 842  
New and Logged in Service Desk System 567 97 11 3 678  
Assigned (Work not Started) 112 8 0 1 121 17.85
Work In Progress 1 0 0 0 1 0.15
Pending (Waiting on More Info) 212 40 4 1 257 37.91
Resolved/Closed 242 49 7 1 299 44.10
New and Logged by % 83.63 14.31 1.62 0.44  

Telephone Calls to the IT Service Desk

Total Number of Calls 232
Average Queue Time 03:59
Maximum Queue Time 13:51:00
% Calls Answered Within Service Target 75.50%

Week ending 28th March 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 650 221 31 8 910  
New and Logged in Service Desk System 650 83 7 8 748  
Assigned (Work not Started) 42 5 0 3 50 6.68
Work In Progress 4 1 0 0 5 0.67
Pending (Waiting on More Info) 285 37 2 1 325 43.45
Resolved/Closed 319 40 5 4 368 49.20
New and Logged by % 86.90 11.10 0.94 1.07  

Telephone Calls to the IT Service Desk

Total Number of Calls 221
Average Queue Time 3:41
Maximum Queue Time 12:15
% Calls Answered Within Service Target 79.92%

Week ending 21st March 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 508 197 36 7 748
New and Logged in Service Desk System 508 70 10 7 595
Assigned (Work not Started) 42 4 0 1 47 7.90
Work In Progress 3 0 0 0 3 0.50
Pending (Waiting on More Info) 204 20 3 1 228 38.32
Resolved/Closed 259 46 7 5 317 53.28
New and Logged by % 90.09 9.27 0.00 0.63

Telephone Calls to the IT Service Desk

Total Number of Calls 197
Average Queue Time 3:27
Maximum Queue Time 10:04
% Calls Answered Within Service Target 79.57%

Week ending 14th March 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 576 247 34 7 864
New and Logged in Service Desk System 576 91 16 7 690
Assigned (Work not Started) 9 6 0 4 19 2.75
Work In Progress 2 3 0 0 5 0.72
Pending (Waiting on More Info) 7 37 9 3 56 8.12
Resolved/Closed 558 45 7 0 610 88.41
New and Logged by % 83.48 13.19 2.32 1.01

Telephone Calls to the IT Service Desk

Total Number of Calls 247
Average Queue Time 4:08
Maximum Queue Time 13:31
% Calls Answered Within Service Target 75.00%

Week ending 7th March 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 576 252 51 10 889
New and Logged in Service Desk System 576 96 9 10 691
Assigned (Work not Started) 55 5 0 2 62 8.97
Work In Progress 2 0 0 0 2 0.29
Pending (Waiting on More Info) 264 42 1 3 310 44.86
Resolved/Closed 255 49 8 5 317 45.88
New and Logged by % 83.36 13.89 1.30 1.45

Telephone Calls to the IT Service Desk

Total Number of Calls 252
Average Queue Time 4:16
Maximum Queue Time 14:52
% Calls Answered Within Service Target 75.68%

Week ending 28th February 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 642 209 35 3 889
New and Logged in Service Desk System 642 77 16 3 738
Assigned (Work not Started) 87 5 0 0 92 12.47
Work In Progress 2 0 0 0 2 0.27
Pending (Waiting on More Info) 302 34 8 0 344 46.61
Resolved/Closed 258 38 8 3 307 41.60
New and Logged by % 86.99 10.43 2.17 0.41

Telephone Calls to the IT Service Desk

Total Number of Calls 209
Average Queue Time 13:47
Maximum Queue Time 1:25:31
% Calls Answered Within Service Target 42.97%%

Week ending 21st February 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 613 226 34 4 877
New and Logged in Service Desk System 613 83 4 4 704
Assigned (Work not Started) 53 1 0 1 55 7.81
Work In Progress 3 0 0 0 3 0.43
Pending (Waiting on More Info) 227 30 0 2 259 36.79
Resolved/Closed 330 52 4 1 387 54.97
New and Logged by % 87.07 11.79 0.57 0.57

Telephone Calls to the IT Service Desk

Total Number of Calls 226
Average Queue Time 5:08
Maximum Queue Time 22:45
% Calls Answered Within Service Target 76.47%

Week ending 14th February 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 638 257 58 7 960
New and Logged in Service Desk System 638 88 25 7 758
Assigned (Work not Started) 15 4 1 0 20 2.64
Work In Progress 4 0 0 0 4 0.53
Pending (Waiting on More Info) 245 34 12 2 293 38.65
Resolved/Closed 374 50 12 5 441 58.18
New and Logged by % 84.17 11.61 3.30 0.92

Telephone Calls to the IT Service Desk

Total Number of Calls 257
Average Queue Time 6:39
Maximum Queue Time 27:18
% Calls Answered Within Service Target 67.51%

Week ending 7th February 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 836 311 68 6 1221
New and Logged in Service Desk System 836 98 13 6 953
Assigned (Work not Started) 37 5 0 2 44 4.62
Work In Progress 2 0 0 0 2 0.21
Pending (Waiting on More Info) 287 29 4 1 321 33.68
Resolved/Closed 510 64 9 3 586 61.49
New and Logged by % 87.72 10.28 1.36 0.63

Telephone Calls to the IT Service Desk

Total Number of Calls 311
Average Queue Time 5:25
Maximum Queue Time 24:50
% Calls Answered Within Service Target 67.81%

Week ending 31st January 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 726 249 38 6 1019
New and Logged in Service Desk System 726 92 8 6 832
Assigned (Work not Started) 63 1 0 0 64 7.69
Work In Progress 3 0 0 0 3 0.36
Pending (Waiting on More Info) 283 41 4 3 331 39.78
Resolved/Closed 376 50 4 3 433 52.04
New and Logged by % 87.26 11.06 0.96 0.72

Telephone Calls to the IT Service Desk

Total Number of Calls 249
Average Queue Time 04:11
Maximum Queue Time 14:31
% Calls Answered Within Service Target 80.94%

Week ending 24th January 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 608 221 35 6 870
New and Logged in Service Desk System 608 95 12 6 721
Assigned (Work not Started) 51 6 0 0 57 7.91
Work In Progress 1 1 0 0 2 0.28
Pending (Waiting on More Info) 254 31 2 1 288 39.94
Resolved/Closed 302 57 10 5 374 51.87
New and Logged by % 84.33 13.18 1.66 0.83

Telephone Calls to the IT Service Desk

Total Number of Calls 221
Average Queue Time 05:04
Maximum Queue Time 26:39
% Calls Answered Within Service Target 78.52%

Week ending 17th January 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 656 230 35 8 929
New and Logged in Service Desk System 656 86 19 8 769
Assigned (Work not Started) 33 3 0 0 36 4.68
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 283 32 10 4 329 42.78
Resolved/Closed 340 51 9 4 404 52.54
New and Logged by % 85.31 11.18 2.47 1.04

Telephone Calls to the IT Service Desk

Total Number of Calls 230
Average Queue Time 02:24
Maximum Queue Time 9:46
% Calls Answered Within Service Target 85.52%

Week ending 10th January 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 581 245 30 10 866
New and Logged in Service Desk System 581 75 12 10 678
Assigned (Work not Started) 32 4 0 5 41 6.05
Work In Progress 1 0 0 0 1 0.15
Pending (Waiting on More Info) 262 17 3 0 282 41.59
Resolved/Closed 286 54 9 5 354 52.21
New and Logged by % 85.69 11.06 1.77 1.47

Telephone Calls to the IT Service Desk

Total Number of Calls 245
Average Queue Time 04:37
Maximum Queue Time 22:43
% Calls Answered Within Service Target 74.74%

Week ending 23rd December 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 244 99 14 2 359
New and Logged in Service Desk System 244 26 1 2 273
Assigned (Work not Started) 8 0 0 0 8 2.93
Work In Progress 1 0 0 0 1 0.37
Pending (Waiting on More Info) 44 8 0 1 53 19.41
Resolved/Closed 191 18 1 1 211 77.29
New and Logged by % 89.38 9.52 0.37 0.73

Telephone Calls to the IT Service Desk

Total Number of Calls 99
Average Queue Time 02:47
Maximum Queue Time 10:42
% Calls Answered Within Service Target 89.72%

Week ending 20th December 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 536 232 42 3 813
New and Logged in Service Desk System 536 99 11 3 649
Assigned (Work not Started) 12 3 0 0 15 2.31
Work In Progress 0 1 0 0 1 0.15
Pending (Waiting on More Info) 63 9 2 0 74 11.40
Resolved/Closed 461 86 9 3 559 86.13
New and Logged by % 82.59 15.25 1.69 0.46

Telephone Calls to the IT Service Desk

Total Number of Calls 232
Average Queue Time 03:52
Maximum Queue Time 14:59
% Calls Answered Within Service Target 79.78%

Week ending 13th December 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 481 226 35 7 749
New and Logged in Service Desk System 481 91 18 7 597
Assigned (Work not Started) 41 2 0 2 45 7.54
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 216 29 4 4 253 42.38
Resolved/Closed 224 60 14 1 299 50.08
New and Logged by % 80.57 15.24 3.02 1.17

Telephone Calls to the IT Service Desk

Total Number of Calls 226
Average Queue Time 02:58
Maximum Queue Time 11:24
% Calls Answered Within Service Target 80.00%

Week ending 6th December 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 578 231 52 7 868
New and Logged in Service Desk System 578 106 10 7 701
Assigned (Work not Started) 46 3 1 1 51 7.28
Work In Progress 1 0 0 0 1 0.14
Pending (Waiting on More Info) 251 27 3 2 283 40.37
Resolved/Closed 280 76 6 4 366 52.21
New and Logged by % 82.45 15.12 1.43 1.00

Telephone Calls to the IT Service Desk

Total Number of Calls 231
Average Queue Time 04:10
Maximum Queue Time 14:15
% Calls Answered Within Service Target 80.08%

Week ending 29th November 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 694 276 40 9 1019
New and Logged in Service Desk System 694 121 19 9 843
Assigned (Work not Started) 51 5 2 2 60 7.12
Work In Progress 1 1 0 0 2 0.24
Pending (Waiting on More Info) 307 30 6 1 344 40.81
Resolved/Closed 335 85 11 6 437 51.84
New and Logged by % 82.33 14.35 2.25 1.07

Telephone Calls to the IT Service Desk

Total Number of Calls 276
Average Queue Time 05:30
Maximum Queue Time 21:05:00
% Calls Answered Within Service Target 73.39%

Week ending 22nd November 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 745 272 56 3 1076
New and Logged in Service Desk System 745 130 19 3 897
Assigned (Work not Started) 81 12 1 1 95 10.59
Work In Progress 0 1 0 0 1 0.11
Pending (Waiting on More Info) 321 47 6 0 374 41.69
Resolved/Closed 343 70 12 2 427 47.60
New and Logged by % 83.05 14.49 2.12 0.33

Telephone Calls to the IT Service Desk

Total Number of Calls 272
Average Queue Time 04:58
Maximum Queue Time 24:10:00
% Calls Answered Within Service Target 79.03%

Week ending 15th November 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 647 273 54 6 980
New and Logged in Service Desk System 647 128 16 6 797
Assigned (Work not Started) 43 7 0 1 51 6.40
Work In Progress 3 0 0 0 3 0.38
Pending (Waiting on More Info) 301 34 3 3 341 42.79
Resolved/Closed 300 87 13 2 402 50.44
New and Logged by % 81.18 16.06 2.01 0.75

Telephone Calls to the IT Service Desk

Total Number of Calls 273
Average Queue Time 5:14
Maximum Queue Time 22:26
% Calls Answered Within Service Target 70.24%

Week ending 8th November 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 760 296 57 8 1121
New and Logged in Service Desk System 760 126 21 8 915
Assigned (Work not Started) 52 3 0 3 58 6.34
Work In Progress 2 0 0 0 2 0.22
Pending (Waiting on More Info) 328 57 10 1 396 43.28
Resolved/Closed 378 66 11 4 459 50.16
New and Logged by % 83.06 13.77 2.30 0.87

Telephone Calls to the IT Service Desk

Total Number of Calls 296
Average Queue Time 4:25
Maximum Queue Time 16:48
% Calls Answered Within Service Target 76.28%

Week ending 1st November 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 594 216 49 3 862
New and Logged in Service Desk System 594 76 19 3 692
Assigned (Work not Started) 65 3 3 2 73 10.55
Work In Progress 2 0 0 0 2 0.29
Pending (Waiting on More Info) 277 19 2 1 299 43.21
Resolved/Closed 250 54 14 0 318 45.95
New and Logged by % 85.84 10.98 2.75 0.43

Telephone Calls to the IT Service Desk

Total Number of Calls 216
Average Queue Time 3:48
Maximum Queue Time 11:27
% Calls Answered Within Service Target 73.75%

Week ending 25th October 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 825 377 64 9 1275
New and Logged in Service Desk System 825 136 15 9 985
Assigned (Work not Started) 44 10 1 4 59 5.99
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 393 43 3 1 440 44.67
Resolved/Closed 388 83 11 4 486 49.34
New and Logged by % 83.76 13.81 1.52 0.91

Telephone Calls to the IT Service Desk

Total Number of Calls 377
Average Queue Time 2:56
Maximum Queue Time 10:24
% Calls Answered Within Service Target 88.15%

Week ending 18th October 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 1165 454 73 14 1706
New and Logged in Service Desk System 1165 186 39 14 1404
Assigned (Work not Started) 120 10 1 5 136 9.69
Work In Progress 2 1 0 0 3 0.21
Pending (Waiting on More Info) 445 55 11 5 516 36.75
Resolved/Closed 598 120 27 4 749 53.35
New and Logged by % 82.98 13.25 2.78 1.00

Telephone Calls to the IT Service Desk

Total Number of Calls 454
Average Queue Time 3:52
Maximum Queue Time 18:12
% Calls Answered Within Service Target 77.78%

Week ending 11th October 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 1124 526 70 15 1735
New and Logged in Service Desk System 1124 179 33 15 1351
Assigned (Work not Started) 84 13 0 4 101 7.48
Work In Progress 2 0 0 0 2 0.15
Pending (Waiting on More Info) 543 51 16 2 612 45.30
Resolved/Closed 495 115 17 9 636 47.08
New and Logged by % 83.20 13.25 2.44 1.11

Telephone Calls to the IT Service Desk

Total Number of Calls 526
Average Queue Time 5:01
Maximum Queue Time 19:34
% Calls Answered Within Service Target 65.26%

Week ending 4th October 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 1433 606 104 18 2161
New and Logged in Service Desk System 1433 226 34 18 1711
Assigned (Work not Started) 181 10 2 9 202 11.81
Work In Progress 4 1 0 0 5 0.29
Pending (Waiting on More Info) 562 48 8 1 619 36.18
Resolved/Closed 685 167 24 8 884 51.67
New and Logged by % 83.75 13.21 1.99 1.05 100

Telephone Calls to the IT Service Desk

Total Number of Calls 606
Average Queue Time 5:56
Maximum Queue Time 32:15
% Calls Answered Within Service Target 63.51%

Week ending 27th September 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 1342 556 70 22 1990
New and Logged in Service Desk System 1342 222 26 22 1612
Assigned (Work not Started) 113 10 1 10 134 8.31
Work In Progress 1 0 0 0 1 0.06
Pending (Waiting on More Info) 545 62 7 5 619 38.40
Resolved/Closed 683 150 18 7 858 53.23
New and Logged by % 83.25 13.77 1.61 1.36

Telephone Calls to the IT Service Desk

Total Number of Calls 556
Average Queue Time 4:52
Maximum Queue Time 20:41
% Calls Answered Within Service Target 69.00%

Week ending 20th September 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 1305 508 56 12 1881
New and Logged in Service Desk System 1305 181 18 12 1516
Assigned (Work not Started) 117 5 1 0 123 8.11
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 455 30 6 6 497 32.78
Resolved/Closed 733 146 11 6 896 59.10
New and Logged by % 86.08 11.94 1.19 0.79

Telephone Calls to the IT Service Desk

Total Number of Calls 508
Average Queue Time 5:49
Maximum Queue Time 33:32
% Calls Answered Within Service Target 63.92%

Week ending 13th September 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 945 340 46 19 1350
New and Logged in Service Desk System 945 141 17 19 1122
Assigned (Work not Started) 62 7 1 8 78 6.95
Work In Progress 1 1 0 0 2 0.18
Pending (Waiting on More Info) 378 44 3 4 429 38.24
Resolved/Closed 504 89 13 7 613 54.63
New and Logged by % 84.22 12.57 1.52 1.69

Telephone Calls to the IT Service Desk

Total Number of Calls 340
Average Queue Time 05:01:00
Maximum Queue Time 24:36:00
% Calls Answered Within Service Target 59.50%

Week ending 6th September 2020

Call Source Email Phone WebChat Web Total Status%
Total Callers 862 271 35 8 1176
New and Logged in Service Desk System 862 103 6 8 979
Assigned (Work not Started) 36 2 0 4 42 4.29
Work In Progress 2 0 0 0 2 0.20
Pending (Waiting on More Info) 296 26 1 2 325 33.20
Resolved/Closed 528 75 5 2 610 62.31
New and Logged by % 88.05 10.52 0.61 0.82

Telephone Calls to the IT Service Desk

Total Number of Calls 271
Average Queue Time 08:04:00
Maximum Queue Time 40:24:00
% Calls Answered Within Service Target 46.13%

Statistics Archive

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