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IT Service Desk Statistics

IT Service Desk Statistics for 2022/2023

Summary for Academic Year 2022-2023 to date

Emails (itservicedesk@tcd.ie) 11335
Phone Calls (896 2000) 4946
Walk-In (Aras an Phiarsaigh) 2601
Web Submissions (http://ask.tcd.ie) 272
Total 19154

Monthly Statistics

October 2022

Call Source Email Phone Walk-In Web Total
Total Callers 3172 1446 519 69
5206
New and Logged in System 3172 465 159 69
3865
Resolved/Closed 1054 276 132 30
1492
Avg Closure Within 1 Week (%) 38.60

October Telephone Calls to the IT Service Desk

Total Number of Calls 1446
Average Queue Time 5:12
Average Maximum Queue Time 23:17
% Calls Answered Within Service Target* 69.87
*Service Target = 75% of all incoming calls answered within 5 minutes

September 2022

Call Source Email Phone Walk-In Web Total
Total Callers 5453 2309 1631 157 9550
New and Logged in System 5453 731 527 157 6868
Resolved/Closed 1672 454 475 71 2672
Avg Closure Within 1 Week (%) 38.91

September Telephone Calls to the IT Service Desk

Total Number of Calls 2261
Average Queue Time 6:21
Average Maximum Queue Time 27:08
% Calls Answered Within Service Target* 54.07
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Week ending 27th November 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 599 296 90 13 998  
New and Logged in Service Desk System 599 84 14 13 710  
Assigned (Work not Started) 163 10 1 4 178 25.07
Work In Progress 0 0 0 0 0 0.00
Pending (Waiting on More Info) 220 32 3 0 255 35.92
Resolved/Closed 216 42 10 9 277 39.01
New and Logged by % 84.37 11.83 1.97 1.83  

Telephone Calls to the IT Service Desk

Total Number of Calls 296
Average Queue Time 5:59
Maximum Queue Time 27:26
% Calls Answered Within Service Target 58.74%

Week ending 20th November 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 709 279 14 8 1010  
New and Logged in Service Desk System 709 100 29 8 846  
Assigned (Work not Started) 228 11 1 5 245 28.96
Work In Progress 4 0 0 0 4 0.47
Pending (Waiting on More Info) 224 34 6 1 265 31.32
Resolved/Closed 253 55 22 2 332 39.24
New and Logged by % 83.81 11.82 3.43 0.95  

Telephone Calls to the IT Service Desk

Total Number of Calls 279
Average Queue Time 04:33
Maximum Queue Time 27:13
% Calls Answered Within Service Target 74.39%

Week ending 13th November 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 765 351 141 11 1268  
New and Logged in Service Desk System 765 122 15 11 913  
Assigned (Work not Started) 116 7 1 0 124 13.58
Work In Progress 1 0 0 0 1 0.11
Pending (Waiting on More Info) 383 43 3 4 433 47.43
Resolved/Closed 265 72 11 6 354 38.77
New and Logged by % 83.79 13.36 1.64 1.20  

Telephone Calls to the IT Service Desk

Total Number of Calls 351
Average Queue Time 04:17
Maximum Queue Time 20:44
% Calls Answered Within Service Target 70.02%

Week ending 6th November 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 637 265 206 14 1122  
New and Logged in Service Desk System 637 96 86 14 833  
Assigned (Work not Started) 182 6 3 1 192 23.05
Work In Progress 2 0 0 0 2 0.24
Pending (Waiting on More Info) 244 32 9 4 289 34.69
Resolved/Closed 209 58 74 9 350 42.02
New and Logged by % 76.47 11.52 10.32 1.68  

Telephone Calls to the IT Service Desk

Total Number of Calls 265
Average Queue Time 04:31
Maximum Queue Time 16:18
% Calls Answered Within Service Target 68.99%

Week ending 30th October 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 614 325 51 8 998  
New and Logged in Service Desk System 614 99 17 8 738  
Assigned (Work not Started) 202 11 0 3 216 29.27
Work In Progress 1 1 0 0 2 0.27
Pending (Waiting on More Info) 234 29 2 2 267 36.18
Resolved/Closed 177 58 15 3 253 34.28
New and Logged by % 83.20 13.41 2.30 1.08  

Telephone Calls to the IT Service Desk

Total Number of Calls 325
Average Queue Time 06:43
Maximum Queue Time 37:26
% Calls Answered Within Service Target 66.49%

Week ending 23rd October 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 715 314 124 16 1169  
New and Logged in Service Desk System 715 111 49 16 891  
Assigned (Work not Started) 153 18 1 4 176 19.75
Work In Progress 3 0 0 0 3 0.34
Pending (Waiting on More Info) 299 33 7 5 344 38.61
Resolved/Closed 260 60 41 7 368 41.30
New and Logged by % 80.25 12.46 5.50 1.80  

Telephone Calls to the IT Service Desk

Total Number of Calls 314
Average Queue Time

4:33

Maximum Queue Time 17:56
% Calls Answered Within Service Target 69.15%

Week ending 16th October 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 859 404 167 23 1453  
New and Logged in Service Desk System 859 125 36 23 1043  
Assigned (Work not Started) 185 12 3 9 209 20.04
Work In Progress 1 0 0 0 1 0.10
Pending (Waiting on More Info) 386 33 3 2 424 40.65
Resolved/Closed 287 80 30 12 409 39.21
New and Logged by % 82.36 11.98 3.45 2.21  

Telephone Calls to the IT Service Desk

Total Number of Calls 404
Average Queue Time

6:00

Maximum Queue Time 22:36
% Calls Answered Within Service Target 63.95%

Week ending 9th October 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 984 403 177 22 1586  
New and Logged in Service Desk System 984 130 57 22 1193  
Assigned (Work not Started) 274 8 1 9 292 24.48
Work In Progress 3 0 0 0 3 0.25
Pending (Waiting on More Info) 377 44 10 5 436 36.55
Resolved/Closed 330 78 46 8 462 38.73
New and Logged by % 82.48 10.90 4.78 1.84  

Telephone Calls to the IT Service Desk

Total Number of Calls 403
Average Queue Time

3:35

Maximum Queue Time 15:11
% Calls Answered Within Service Target 79.87%

Week ending 2nd October 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 1117 513 313 29 1972  
New and Logged in Service Desk System 1117 153 72 29 1371  
Assigned (Work not Started) 309 9 3 7 328 23.92
Work In Progress 9 0 0 0 9 0.66
Pending (Waiting on More Info) 456 53 5 5 519 37.86
Resolved/Closed 343 91 64 17 515 37.56
New and Logged by % 81.47 11.16 5.25 2.12 100  

Telephone Calls to the IT Service Desk

Total Number of Calls 513
Average Queue Time

4:57

Maximum Queue Time 22:42
% Calls Answered Within Service Target 69.64%

 

Week ending 25th September 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 1311 561 466 35 2373  
New and Logged in Service Desk System 1311 181 146 35 1673  
Assigned (Work not Started) 364 17 5 14 400 23.91
Work In Progress 7 1 0 0 8 0.48
Pending (Waiting on More Info) 524 50 15 6 595 35.56
Resolved/Closed 416 113 126 15 670 40.05
New and Logged by % 78.36 10.82 8.73 2.09  

Telephone Calls to the IT Service Desk

Total Number of Calls 561
Average Queue Time

4:34

Maximum Queue Time 16:17
% Calls Answered Within Service Target 69.53%

Week ending 18th September 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 1695 652 608 51 3006  
New and Logged in Service Desk System 1695 216 136 51 2098  
Assigned (Work not Started) 549 16 4 25 594 28.31
Work In Progress 5 0 0 0 5 0.24
Pending (Waiting on More Info) 666 66 6 4 742 35.37
Resolved/Closed 478 134 126 22 760 36.22
New and Logged by % 80.79 10.30 6.48 2.43  

Telephone Calls to the IT Service Desk

Total Number of Calls 652
Average Queue Time

6:09

Maximum Queue Time 25:15
% Calls Answered Within Service Target 46.99%

Week ending 11th September 2022

Call Source Email Phone Walk-In Web Total Status%
Total Callers 1330 583 244 42 2199  
New and Logged in Service Desk System 1330 181 173 42 1726  
Assigned (Work not Started) 325 7 2 19 353 20.48
Work In Progress 4 0 0 0 4 0.23
Pending (Waiting on More Info) 566 58 12 6 642 37.24
Resolved/Closed 435 116 159 17 727 42.05
New and Logged by % 77.06 10.49 10.02 2.43  

Telephone Calls to the IT Service Desk

Total Number of Calls 583
Average Queue Time

9:44

Maximum Queue Time 44:20
% Calls Answered Within Service Target 30.14%

Statistics Archive

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