IT Service Desk Statistics

IT Service Desk Statistics for 2025/2026

Summary for the Academic Year 2025-2026 to date

Review	Total
Emails (itservicedesk@tcd.ie)	9753
Phone Calls (896 2000)	3877
Walk-In (Aras an Phiarsaigh)	2611
Web Submissions (http://assist.tcd.ie)	502
	16743

Monthly Statistics

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3411	1449	896	195	5951
New and Logged in Service Desk System	3411	587	310	184	4492
Resolved/Closed	1464	438	259	81	2242
Avg Closure Within 1 Week (%)					49.91

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1449
Average Queue Time	3:54
Average Maximum Queue Time	15:16
% Calls Answered Within Service Target*	79.50%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3785	1600	1227	144	6756
New and Logged in Service Desk System	3786	603	327	144	4860
Resolved/Closed	1908	518	263	66	2755
Avg Closure Within 1 Week (%)					56.69

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1600
Average Queue Time	03:54
Average Maximum Queue Time	12:18
% Calls Answered Within Service Target*	77.72
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	612	217	142	29	1000
New and Logged in Service Desk System	612	82	41	29	764	76.40
Assigned (Work not Started)	118	6	5	3	132	17.28
Work In Progress	160	7	0	7	174	22.77
Pending (Waiting on More Info)	111	8	3	8	130	17.02
Resolved/Closed	223	67	33	11	334	43.72
New and Logged by %	80.10	10.73	5.37	3.80

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	217
Average Queue Time	2:36
Maximum Queue Time	10:18
% Calls Answered Within Service Target	88.19%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	612	274	142	38	1066
New and Logged in Service Desk System	612	82	39	38	771	72.33
Assigned (Work not Started)	123	5	4	3	135	17.51
Work In Progress	116	0	0	3	119	15.43
Pending (Waiting on More Info)	119	8	0	8	135	17.51
Resolved/Closed	254	69	35	24	382	49.55
New and Logged by %	79.38	10.64	5.06	4.93

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	274
Average Queue Time	3:53
Maximum Queue Time	14:04:00
% Calls Answered Within Service Target	81.76%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	680	235	170	42	1127
New and Logged in Service Desk System	680	104	40	42	866	76.84
Assigned (Work not Started)	175	1	0	3	179	20.67
Work In Progress	89	0	2	4	95	10.97
Pending (Waiting on More Info)	128	9	6	15	158	18.24
Resolved/Closed	288	94	32	20	434	50.12
New and Logged by %	78.52	12.01	4.62	4.85

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	235
Average Queue Time	02:39
Maximum Queue Time	9:40
% Calls Answered Within Service Target	88.58%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	653	275	171	54	1153
New and Logged in Service Desk System	653	115	50	54	872	75.63
Assigned (Work not Started)	70	12	0	10	92	10.55
Work In Progress	160	0	0	3	163	18.69
Pending (Waiting on More Info)	156	15	4	14	189	21.67
Resolved/Closed	267	88	46	27	428	49.08
New and Logged by %	74.89	13.19	5.73	6.19

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	275
Average Queue Time	2:58
Maximum Queue Time	15:36:00
% Calls Answered Within Service Target	85.34%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	519	201	77	31	828
New and Logged in Service Desk System	519	68	35	31	653	78.86
Assigned (Work not Started)	107	12	3	3	125	19.14
Work In Progress	62	1	0	7	70	10.72
Pending (Waiting on More Info)	157	6	1	9	173	26.49
Resolved/Closed	192	49	31	12	284	43.49
New and Logged by %	79.48	10.41	5.36	4.75

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	201
Average Queue Time	3:30
Maximum Queue Time	12:43
% Calls Answered Within Service Target	84.23%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	602	272	173	41	1088
New and Logged in Service Desk System	602	119	57	41	819	75.28
Assigned (Work not Started)	97	7	0	10	114	13.92
Work In Progress	159	0	4	5	168	20.51
Pending (Waiting on More Info)	108	12	3	4	127	15.51
Resolved/Closed	238	100	52	22	412	50.31
New and Logged by %	73.50	14.53	6.96	5.01

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	272
Average Queue Time	4:57
Maximum Queue Time	22:29
% Calls Answered Within Service Target	75.81%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	850	302	194	40	1386
New and Logged in Service Desk System	850	124	63	29	1066	76.91
Assigned (Work not Started)	191	9	7	12	219	20.54
Work In Progress	108	1	0	8	117	10.98
Pending (Waiting on More Info)	165	30	5	1	201	18.86
Resolved/Closed	386	84	51	19	540	50.66
New and Logged by %	79.74	11.63	5.91	2.72

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	302
Average Queue Time	5:15
Maximum Queue Time	20:39:00
% Calls Answered Within Service Target	70.61%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	703	354	221	34	1312
New and Logged in Service Desk System	703	129	61	34	927	70.66
Assigned (Work not Started)	156	14	8	5	183	19.74
Work In Progress	96	1	0	7	104	11.22
Pending (Waiting on More Info)	123	17	4	11	155	16.72
Resolved/Closed	328	97	49	11	485	52.32
New and Logged by %	75.84	13.92	6.58	3.67

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	354
Average Queue Time	2:31
Maximum Queue Time	9:05:00
% Calls Answered Within Service Target	86.96%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	737	320	231	49	1337
New and Logged in Service Desk System	737	147	94	49	1027	76.81
Assigned (Work not Started)	158	15	9	11	193	18.79
Work In Progress	121	0	0	5	126	12.27
Pending (Waiting on More Info)	138	24	9	16	187	18.21
Resolved/Closed	320	108	76	17	521	50.73
New and Logged by %	71.76	14.31	9.15	4.77

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	320
Average Queue Time	3:20
Maximum Queue Time	11:25:00
% Calls Answered Within Service Target	79.89%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	795	315	335	37	1482
New and Logged in Service Desk System	795	128	92	37	1052	70.99
Assigned (Work not Started)	164	5	8	9	186	17.68
Work In Progress	96	1	0	3	100	9.51
Pending (Waiting on More Info)	169	13	4	9	195	18.54
Resolved/Closed	366	109	80	16	571	54.28
New and Logged by %	75.57	12.17	8.75	3.52	100

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	315
Average Queue Time	3:54
Maximum Queue Time	19:01:00
% Calls Answered Within Service Target	84.05%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	918	447	398	44	1807
New and Logged in Service Desk System	919	171	117	44	1251	69.23
Assigned (Work not Started)	181	9	9	1	200	15.99
Work In Progress	118	0	1	10	129	10.31
Pending (Waiting on More Info)	197	15	4	10	226	18.07
Resolved/Closed	422	147	103	23	695	55.56
New and Logged by %	73.46	13.67	9.35	3.52

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	447
Average Queue Time	02:09
Maximum Queue Time	10:59:00
% Calls Answered Within Service Target	85.97%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1057	477	381	25	1940
New and Logged in Service Desk System	1057	170	80	25	1332	68.66
Assigned (Work not Started)	180	7	0	0	187	14.04
Work In Progress	159	0	6	4	169	12.69
Pending (Waiting on More Info)	187	20	5	10	222	16.67
Resolved/Closed	531	143	64	11	749	56.23
New and Logged by %	79.35	12.76	6.01	1.88

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	477
Average Queue Time	04:42
Maximum Queue Time	20:09:00
% Calls Answered Within Service Target	70:28%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1015	361	113	38	1527
New and Logged in Service Desk System	1015	134	45	38	1232	80.68
Assigned (Work not Started)	156	0	5	5	166	13.47
Work In Progress	57	6	5	3	71	5.76
Pending (Waiting on More Info)	213	9	4	16	242	19.64
Resolved/Closed	589	119	31	16	755	61.28
New and Logged by %	82.39	10.88	3.65	3.08

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	361
Average Queue Time	04:52:00
Maximum Queue Time	20:48:00
% Calls Answered Within Service Target	72.04%

Statistics Archive

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

Academic year 2024-2025

Academic year 2023-2024