IT Service Desk Statistics
IT Service Desk Statistics for 2026/2027
Summary for the Academic Year 2026-2027 to date
| Review | Total |
|---|---|
| Emails (itservicedesk@tcd.ie) | 5094 |
| Phone Calls (896 2000) | 1823 |
| Walk-In (Aras an Phiarsaigh) | 906 |
| Web Submissions (http://assist.tcd.ie) | 168 |
| Total | 7991 |
Monthly Statistics
| Call Source | Phone | Walk-In | Web | Total | |
|---|---|---|---|---|---|
| Total Callers | |||||
| New and Logged in Service Desk System | |||||
| Resolved/Closed | |||||
| Avg Closure Within 1 Week (%) |
Telephone Calls to the IT Service Desk
| Review | Total |
|---|---|
| Total Number of Calls | |
| Average Queue Time | |
| Average Maximum Queue Time | |
| % Calls Answered Within Service Target* | |
| *Service Target = 75% of all incoming calls answered within 5 minutes |
Weekly Statistics
| Call Source | Phone | Walk-In | Web | Total | Status% | |
|---|---|---|---|---|---|---|
| Total Callers | 921 | 384 | 293 | 33 | 1631 | |
| New and Logged in Service Desk System | 921 | 101 | 70 | 33 | 1125 | 68.98 |
| Assigned (Work not Started) | 190 | 0 | 0 | 7 | 197 | 17.51 |
| Work In Progress | 175 | 7 | 6 | 7 | 195 | 17.33 |
| Pending (Waiting on More Info) | 140 | 13 | 10 | 10 | 173 | 15.38 |
| Resolved/Closed | 416 | 81 | 54 | 9 | 560 | 49.78 |
| New and Logged by % | 81.87 | 8.98 | 6.22 | 2.93 |
Telephone Calls to the IT Service Desk
| Review | Total |
|---|---|
| Total Number of Calls | 384 |
| Average Queue Time | 3:30 |
| Maximum Queue Time | 15:44 |
| % Calls Answered Within Service Target | 82.75% |
| Call Source | Phone | Walk-In | Web | Total | Status% | |
|---|---|---|---|---|---|---|
| Total Callers | 1030 | 384 | 350 | 42 | 1806 | |
| New and Logged in Service Desk System | 1030 | 136 | 102 | 42 | 1310 |
72.54 |
| Assigned (Work not Started) | 185 | 0 | 0 | 10 | 195 | 14.89 |
| Work In Progress | 166 | 10 | 10 | 2 | 188 | 14.35 |
| Pending (Waiting on More Info) | 173 | 18 | 5 | 15 | 211 | 16.11 |
| Resolved/Closed | 506 | 108 | 87 | 15 | 716 | 54.66 |
| New and Logged by % | 78.63 | 10.38 | 7.79 | 3.21 |
Telephone Calls to the IT Service Desk
| Review | Total |
|---|---|
| Total Number of Calls | 509 |
| Average Queue Time | 5:45 |
| Maximum Queue Time | 20.:14 |
| % Calls Answered Within Service Target | 62.32% |
| Call Source | Phone | Walk-In | Web | Total | Status% | |
|---|---|---|---|---|---|---|
| Total Callers | 1567 | 509 | 134 | 53 | 2263 | |
| New and Logged in Service Desk System | 1567 | 246 | 49 | 53 | 1915 | 84.62 |
| Assigned (Work not Started) | 274 | 21 | 3 | 12 | 310 | 16.19 |
| Work In Progress | 140 | 0 | 0 | 9 | 149 | 7.78 |
| Pending (Waiting on More Info) | 241 | 27 | 8 | 5 | 281 | 14.67 |
| Resolved/Closed | 912 | 198 | 38 | 27 | 1175 | 61.36 |
| New and Logged by % | 81.83 | 12.85 | 2.56 | 2.77 |
Telephone Calls to the IT Service Desk
| Review | Total |
|---|---|
| Total Number of Calls | 509 |
| Average Queue Time | 5:45 |
| Maximum Queue Time | 20.:14 |
| % Calls Answered Within Service Target | 62.32% |
| Call Source | Phone | Walk-In | Web | Total | Status% | |
|---|---|---|---|---|---|---|
| Total Callers | 1576 | 546 | 129 | 40 | 2291 | |
| New and Logged in Service Desk System | 1576 | 194 | 41 | 40 | 1851 | |
| Assigned (Work not Started) | 565 | 14 | 7 | 8 | 594 | 32.09 |
| Work In Progress | 147 | 1 | 6 | 8 | 162 | 8.75 |
| Pending (Waiting on More Info) | 272 | 28 | 0 | 15 | 315 | 17.02 |
| Resolved/Closed | 592 | 151 | 28 | 9 | 780 | 42.14 |
| New and Logged by % | 85.14 | 10.48 | 2.22 | 2.16 |
Telephone Calls to the IT Service Desk
| Review | Total |
|---|---|
| Total Number of Calls | 546 |
| Average Queue Time | 08:10 |
| Maximum Queue Time | 23.18 |
| % Calls Answered Within Service Target | 49.42 |
Statistics Archive
Click on the links below to view statistics for previous academic years: