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) | 6677 |
| Phone Calls (896 2000) | 2675 |
| Walk-In (Aras an Phiarsaigh) | 1909 |
| Web Submissions (http://assist.tcd.ie) | 308 |
|
11569 |
Monthly Statistics
| Call Source | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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 | 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: