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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) 7805
Emails (itservicedesk@tcd.ie) 17413
Walk-In (Aras an Phiarsaigh) 0
Web Submissions (http://ask.tcd.ie) 151
WebChat (https://www.tcd.ie/itservices/help/chat/) 936
Total 26305

Monthly Statistics

December 2021

Call Source Email Phone WebChat Web Total
Total Callers 2246 993 101 8 3348
New and Logged in System 2246 369 25 8 2648
Resolved/Closed 1150 238 18 5 1411
Avg Closure Within 1 Week (%) 53.28

December Telephone Calls to the IT Service Desk

Total Number of Calls 993
Average Queue Time 5:00
Average Maximum Queue Time 19:55
% Calls Answered Within Service Target* 73.86%
*Service Target = 75% of all incoming calls answered within 5 minutes

November 2021

Call Source Email Phone WebChat Web Total
Total Callers 3814 1801 245 43 5903
New and Logged in System 3814 624 62 43 4543
Resolved/Closed 1654 355 44 25 2078
Avg Closure Within 1 Week (%) 45.74

November Telephone Calls to the IT Service Desk

Total Number of Calls 1801
Average Queue Time 7:10
Average Maximum Queue Time 30:11
% Calls Answered Within Service Target* 50.61%
*Service Target = 75% of all incoming calls answered within 5 minutes

October 2021

Call Source Email Phone WebChat Web Total
Total Callers 4077 2045 257 34 6413
New and Logged in System 4077 759 77 34 4947
Resolved/Closed 1676 441 54 20 2191
Avg Closure Within 1 Week (%) 44.28

October Telephone Calls to the IT Service Desk

Total Number of Calls 2045
Average Queue Time 4:36
Average Maximum Queue Time 19:17
% Calls Answered Within Service Target* 71.03%
*Service Target = 75% of all incoming calls answered within 5 minutes

September 2021

Call Source Email Phone WebChat Web Total
Total Callers 7003 3034 342 65 10444
New and Logged in System 7003 1083 113 65 8264
Resolved/Closed 3124 665 81 44 3914
Avg Closure Within 1 Week (%) 47.36

September Telephone Calls to the IT Service Desk

Total Number of Calls 3034
Average Queue Time 9:11
Average Maximum Queue Time 34:03
% Calls Answered Within Service Target* 38.10%
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Week ending 16th January 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 818 330 37 7 1192  
New and Logged in Service Desk System 818 104 9 7 938  
Assigned (Work not Started) 69 9 0 2 80 8.53
Work In Progress 2 0 0 0 2 0.21
Pending (Waiting on More Info) 419 44 1 1 465 49.57
Resolved/Closed 328 51 8 4 391 41.68
New and Logged by % 87.21 11.09 0.96 0.75  

Telephone Calls to the IT Service Desk

Total Number of Calls 330
Average Queue Time 5:44
Maximum Queue Time 22:23
% Calls Answered Within Service Target 64.27%


Week ending 9th January 2022

Call Source Email Phone WebChat Web Total Status%
Total Callers 752 262 35 5 1054  
New and Logged in Service Desk System 752 42 11 5 810  
Assigned (Work not Started) 228 4 0 2 234 28.89
Work In Progress 2 1 0 0 3 0.37
Pending (Waiting on More Info) 233 17 4 1 255 31.48
Resolved/Closed 289 20 7 2 318 39.26
New and Logged by % 92.84 5.19 1.36 0.62  

Telephone Calls to the IT Service Desk

Total Number of Calls 262
Average Queue Time 4:58
Maximum Queue Time 20:02
% Calls Answered Within Service Target 72.61%

Week ending 26th December 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 354 133 13 2 502  
New and Logged in Service Desk System 354 39 2 2 397  
Assigned (Work not Started) 32 0 0 0 32 8.06
Work In Progress 1 0 0 0 1 0.25
Pending (Waiting on More Info) 139 18 0 0 157 39.55
Resolved/Closed 182 21 2 2 207 52.14
New and Logged by % 89.17 9.82 0.50 0.50  

Telephone Calls to the IT Service Desk

Total Number of Calls 133
Average Queue Time 05:10
Maximum Queue Time 18:50
% Calls Answered Within Service Target 79.33%

Week ending 19th December 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 588 270 31 2 891  
New and Logged in Service Desk System 588 91 8 2 689  
Assigned (Work not Started) 21 3 0 0 24 3.48
Work In Progress 2 0 0 0 2 0.29
Pending (Waiting on More Info) 180 15 1 0 196 28.45
Resolved/Closed 385 73 7 2 467 67.78
New and Logged by % 85.34 13.21 1.16 0.29  

Telephone Calls to the IT Service Desk

Total Number of Calls 270
Average Queue Time 05:21
Maximum Queue Time 21:10
% Calls Answered Within Service Target 68.35%

Week ending 12th December 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 649 262 28 1 940  
New and Logged in Service Desk System 649 106 5 1 761  
Assigned (Work not Started) 95 10 0 0 105 13.80
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 266 34 1 1 302 39.68
Resolved/Closed 288 62 4 0 354 46.52
New and Logged by % 85.28 13.93 0.66 0.13  

Telephone Calls to the IT Service Desk

Total Number of Calls 262
Average Queue Time 03:52
Maximum Queue Time 17:11
% Calls Answered Within Service Target 81.38%

 

Week ending 5th December 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 655 328 29 3 1015  
New and Logged in Service Desk System 655 133 10 3 801  
Assigned (Work not Started) 70 6 1 0 77 9.61
Work In Progress 4 0 0 0 4 0.50
Pending (Waiting on More Info) 286 45 4 2 337 42.07
Resolved/Closed 295 82 5 1 383 47.82
New and Logged by % 81.77 16.60 1.25 0.37  

Telephone Calls to the IT Service Desk

Total Number of Calls 328
Average Queue Time 5:37
Maximum Queue Time 22:32
% Calls Answered Within Service Target 66.41%

Week ending 28th November 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 717 384 44 9 1154  
New and Logged in Service Desk System 717 138 5 9 869  
Assigned (Work not Started) 60 7 0 0 67 7.71
Work In Progress 4 1 0 0 5 0.58
Pending (Waiting on More Info) 358 42 0 2 402 46.26
Resolved/Closed 295 88 5 7 395 45.45
New and Logged by % 82.51 15.88 0.58 1.04  

Telephone Calls to the IT Service Desk

Total Number of Calls 384
Average Queue Time 06:29
Maximum Queue Time 27:47
% Calls Answered Within Service Target 54.43%

Week ending 21st November 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 825 394 65 10 1294  
New and Logged in Service Desk System 825 132 15 10 982  
Assigned (Work not Started) 114 9 0 3 126 12.83
Work In Progress 4 1 0 0 5 0.51
Pending (Waiting on More Info) 373 42 3 2 420 42.77
Resolved/Closed 334 80 12 5 431 43.89
New and Logged by % 84.01 13.44 1.53 1.02  

Telephone Calls to the IT Service Desk

Total Number of Calls 394
Average Queue Time 06:39
Maximum Queue Time 35:20
% Calls Answered Within Service Target 52.94%

Week ending 14th November 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 847 372 65 11 1295  
New and Logged in Service Desk System 847 136 18 11 1012  
Assigned (Work not Started) 79 8 0 2 89 8.79
Work In Progress 3 0 0 0 3 0.30
Pending (Waiting on More Info) 372 51 8 0 431 42.59
Resolved/Closed 393 77 10 9 489 48.32
New and Logged by % 83.70 13.44 1.78 1.09  

Telephone Calls to the IT Service Desk

Total Number of Calls 372
Average Queue Time 06:54
Maximum Queue Time 27:42
% Calls Answered Within Service Target 51.99%

 

Week ending 7th November 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 858 380 41 10 1289  
New and Logged in Service Desk System 858 144 12 10 1024  
Assigned (Work not Started) 125 11 1 3 140 13.67
Work In Progress 2 1 0 0 3 0.29
Pending (Waiting on More Info) 381 59 3 5 448 43.75
Resolved/Closed 347 73 8 2 430 41.99
New and Logged by % 83.79 14.06 1.17 0.98  

Telephone Calls to the IT Service Desk

Total Number of Calls 380
Average Queue Time 8:40
Maximum Queue Time 29:56
% Calls Answered Within Service Target 43.08%

Week ending 31st October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 567 271 30 3 871  
New and Logged in Service Desk System 567 74 12 3 656  
Assigned (Work not Started) 43 6 0 0 49 7.47
Work In Progress 5 1 0 0 6 0.91
Pending (Waiting on More Info) 234 30 3 1 268 40.85
Resolved/Closed 285 37 9 2 333 50.76
New and Logged by % 86.43 11.28 1.83 0.46  

Telephone Calls to the IT Service Desk

Total Number of Calls 271
Average Queue Time 04:18
Maximum Queue Time 16:40:00
% Calls Answered Within Service Target 73.44%

Week ending 24th October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 741 383 48 0 1172  
New and Logged in Service Desk System 741 137 14 0 892  
Assigned (Work not Started) 178 7 0 0 185 20.74
Work In Progress 4 1 0 0 5 0.56
Pending (Waiting on More Info) 305 55 0 0 360 40.36
Resolved/Closed 254 74 14 0 342 38.34
New and Logged by % 83.07 15.36 1.57 0.00  

Telephone Calls to the IT Service Desk

Total Number of Calls 383
Average Queue Time 03:58
Maximum Queue Time 15:45:00
% Calls Answered Within Service Target 74.49%

Week ending 17th October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 919 462 71 7 1459  
New and Logged in Service Desk System 919 171 21 7 1118  
Assigned (Work not Started) 116 14 3 2 135 12.08
Work In Progress 4 1 0 0 5 0.45
Pending (Waiting on More Info) 417 44 5 2 468 41.86
Resolved/Closed 382 112 13 3 510 45.62
New and Logged by % 82.20 15.30 1.88 0.63  

Telephone Calls to the IT Service Desk

Total Number of Calls 462
Average Queue Time 4:32
Maximum Queue Time 20:23
% Calls Answered Within Service Target 75.05%

Week ending 10th October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1120 540 57 16 1733  
New and Logged in Service Desk System 1120 210 18 16 1364  
Assigned (Work not Started) 58 6 2 1 67 4.91
Work In Progress 2 1 0 0 3 0.22
Pending (Waiting on More Info) 554 86 6 3 649 47.58
Resolved/Closed 506 117 10 12 645 47.29
New and Logged by % 82.11 15.40 1.32 1.17  

Telephone Calls to the IT Service Desk

Total Number of Calls 540
Average Queue Time 5:37
Maximum Queue Time 24:20
% Calls Answered Within Service Target 61.16%

Week ending 3rd October 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1297 660 81 11 2049  
New and Logged in Service Desk System 1297 241 24 11 1573  
Assigned (Work not Started) 136 17 1 3 157 9.98
Work In Progress 3 1 0 0 4 0.25
Pending (Waiting on More Info) 624 85 6 3 718 45.65
Resolved/Closed 534 138 17 5 694 44.12
New and Logged by % 82.45 15.32 1.53 0.70 100  

Telephone Calls to the IT Service Desk

Total Number of Calls 660
Average Queue Time 7:06
Maximum Queue Time 26:24
% Calls Answered Within Service Target 44.44%

Week ending 26th September 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1315 647 73 11 2046  
New and Logged in Service Desk System 1315 239 22 11 1587  
Assigned (Work not Started) 179 18 2 1 200 12.60
Work In Progress 1 1 0 0 2 0.13
Pending (Waiting on More Info) 579 76 1 3 659 41.52
Resolved/Closed 554 144 19 7 724 45.62
New and Logged by % 82.86 15.06 1.39 0.69  

Telephone Calls to the IT Service Desk

Total Number of Calls 647
Average Queue Time 7:46
Maximum Queue Time 44:25
% Calls Answered Within Service Target 48.04%

Week ending 19th September 2021

Call Source Email Phone WebChat Web Total Status%
Total Callers 1731 729 75 22 2557  
New and Logged in Service Desk System 1731 277 22 22 2052  
Assigned (Work not Started) 277 9 1 4 291 14.18
Work In Progress 1 1 0 1 3 0.15
Pending (Waiting on More Info) 684 85 6 2 777 37.87
Resolved/Closed 767 183 15 16 981 47.81
New and Logged by % 84.36 13.50 1.07 1.07  

Telephone Calls to the IT Service Desk

Total Number of Calls 729
Average Queue Time 12:10
Maximum Queue Time 34:49
% Calls Answered Within Service Target 27.22%

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: