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 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 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: