IT Service Desk Statistics

IT Service Desk Statistics for 2023/2024

Summary for the Academic Year 2023-2024 to date

Review	Total
Emails (itservicedesk@tcd.ie)	21999
Phone Calls (896 2000)	9799
Walk-In (Aras an Phiarsaigh)	3343
Web Submissions (http://ask.tcd.ie)	448
	35589

Monthly Statistics

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2825	1358	333	23	4539
New and Logged in Service Desk System	2825	372	63	23	3283
Resolved/Closed	822	209	49	4	1084
Avg Closure Within 1 Week (%)					33.01

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1294
Average Queue Time	04:27
Average Maximum Queue Time	23:22
% Calls Answered Within Service Target*	77.02
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2640	1073	307	32	4052
New and Logged in Service Desk System	2640	381	25	32	3078
Resolved/Closed	812	234	19	17	1082
Avg Closure Within 1 Week (%)					35.15

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1282
Average Queue Time	04:18
Average Maximum Queue Time	22:49
% Calls Answered Within Service Target*	77.25
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3020	1319	319	67	4725
New and Logged in Service Desk System	3020	407	45	67	3539
Resolved/Closed	895	293	32	25	1245
Avg Closure Within 1 Week (%)					35.18

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1319
Average Queue Time	4:30
Average Maximum Queue Time	18:27
% Calls Answered Within Service Target*	75.43
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1672	715	190	41	2618
New and Logged in Service Desk System	1672	268	19	41	2000
Resolved/Closed	635	184	13	17	849
Avg Closure Within 1 Week (%)					42.45%

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	715
Average Queue Time	3:49
Average Maximum Queue Time	26:02
% Calls Answered Within Service Target*	78.05%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3397	1562	659	71	5689
New and Logged in Service Desk System	3397	538	106	71	4112
Resolved/Closed	785	329	86	41	1241
Avg Closure Within 1 Week (%)					30.18

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1562
Average Queue Time	4:51
Average Maximum Queue Time	20.56
% Calls Answered Within Service Target*	70.85%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2845	1337	439	56	5206
New and Logged in Service Desk System	2845	427	123	56	3865
Resolved/Closed	799	237	100	33	1492
Avg Closure Within 1 Week (%)					38.60

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1337
Average Queue Time	3:35
Average Maximum Queue Time	17:45
% Calls Answered Within Service Target*	76.99%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	4589	1881	909	154	7533
New and Logged in Service Desk System	4589	587	207	154	5537
Resolved/Closed	1903	365	173	101	2542
Avg Closure Within 1 Week (%)					45.91%

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1881
Average Queue Time	3:59
Average Maximum Queue Time	16:32
% Calls Answered Within Service Target*	72.97
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	504	279	85	3	871
New and Logged in Service Desk System	504	75	9	3	591
Assigned (Work not Started)	15	2	0	0	17	2.88
Work In Progress	48	6	0	0	54	9.14
Pending (Waiting on More Info)	268	16	2	0	289	48.90
Resolved/Closed	173	51	7	0	231	39.09
New and Logged by %	85.28	12.69	1.52	0.51

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	279
Average Queue Time	3:37
Maximum Queue Time	15:11
% Calls Answered Within Service Target	84.87%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	507	275	102	1	885
New and Logged in Service Desk System	507	70	15	1	593
Assigned (Work not Started)	8	2	0	0	10	1.69
Work In Progress	35	3	0	1	38	6.41
Pending (Waiting on More Info)	277	20	4	1	302	50.93
Resolved/Closed	187	45	11	0	243	40.98
New and Logged by %	85.50	11.80	2.53	0.17

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	275
Average Queue Time	3:58
Maximum Queue Time	14:28
% Calls Answered Within Service Target	74.01%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	458	250	67	5	780
New and Logged in Service Desk System	458	55	8	5	526
Assigned (Work not Started)	33	2	0	1	36	6.84
Work In Progress	38	1	1	0	40	7.60
Pending (Waiting on More Info)	214	14	2	3	233	44.30
Resolved/Closed	173	38	5	0	192	41.25
New and Logged by %	87.07	10.46	1.52	0.95

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	250
Average Queue Time	4:53
Maximum Queue Time	0:21:08
% Calls Answered Within Service Target	73:22%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	547	228	49	4	828
New and Logged in Service Desk System	547	77	40	4	638
Assigned (Work not Started)	137	2	2	1	142	22.26
Work In Progress	52	8	0	0	60	9.40
Pending (Waiting on More Info)	211	35	2	3	251	39.34
Resolved/Closed	147	39	6	0	192	30.09
New and Logged by %	85.74	12.07	1.57	0.63

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	228
Average Queue Time	6:16
Maximum Queue Time	0:23:22
% Calls Answered Within Service Target	66.67%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	543	287	99	5	994
New and Logged in Service Desk System	543	74	21	5	643
Assigned (Work not Started)	72	2	0	0	74	11.51
Work In Progress	35	5	1	0	41	6.38
Pending (Waiting on More Info)	271	30	2	3	306	47.59
Resolved/Closed	165	37	18	2	222	34.53
New and Logged by %	84.45	11.51	3.27	0.78

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	287
Average Queue Time	3:37
Maximum Queue Time	0:19:27
% Calls Answered Within Service Target	83.18%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	660	285	44	4	993
New and Logged in Service Desk System	660	82	11	4	757
Assigned (Work not Started)	79	5	0	0	84	11.10
Work In Progress	63	0	1	0	64	8.45
Pending (Waiting on More Info)	373	33	2	4	412	54.43
Resolved/Closed	145	44	8	0	197	26.02
New and Logged by %	87.19	10.83	1.45	0.53

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	285
Average Queue Time	3:29
Maximum Queue Time	0:11:25
% Calls Answered Within Service Target	82.02%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	617	308	74	5	1004
New and Logged in Service Desk System	617	84	13	5	719
Assigned (Work not Started)	59	3	0	2	64	8.90
Work In Progress	70	2	0	0	72	10.01
Pending (Waiting on More Info)	296	28	1	2	327	45.48
Resolved/Closed	192	51	12	1	256	35.61
New and Logged by %	85.81	11.68	1.81	0.70

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	308
Average Queue Time	3:07
Maximum Queue Time	0:11:33
% Calls Answered Within Service Target	83.33%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	509	296	80	1	886
New and Logged in Service Desk System	509	92	8	1	610
Assigned (Work not Started)	17		1	0	18	2.95
Work In Progress	44	7	0	0	51	8.36
Pending (Waiting on More Info)	285	34	0	1	320	52.46
Resolved/Closed	190	52	1	7	250	36.23
New and Logged by %	83.44	15.08	1.31	0.16

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	296
Average Queue Time	5:43
Maximum Queue Time	0:22:49
% Calls Answered Within Service Target	64.76%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	661	237	46	10	954
New and Logged in Service Desk System	661	84	2	10	757
Assigned (Work not Started)	7	8	0	0	15	1.98
Work In Progress	307	4	0	0	311	41.08
Pending (Waiting on More Info)	157	20	1	3	181	23.91
Resolved/Closed	190	52	1	7	250	33.03
New and Logged by %	87.32	11.10	0.26	1.32

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	237
Average Queue Time	2:52
Maximum Queue Time	0:00:13
% Calls Answered Within Service Target	84.64%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	675	216	76	9	976
New and Logged in Service Desk System	675	90	9	9	783
Assigned (Work not Started)	134	3	0	0	137	17.50
Work In Progress	75	5	1	3	84	10.73
Pending (Waiting on More Info)	285	25	2	2	314	40.10
Resolved/Closed	181	57	6	4	248	31.67
New and Logged by %	86.21	11.49	1.15	1.15

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	216
Average Queue Time	4:07
Maximum Queue Time	13:41:00
% Calls Answered Within Service Target	77.11%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	795	324	105	12	1236
New and Logged in Service Desk System	795	115	6	12	928
Assigned (Work not Started)	107	1	0	3	111	11.96
Work In Progress	60	12	0	1	73	7.87
Pending (Waiting on More Info)	350	28	1	2	381	41.06
Resolved/Closed	278	74	5	6	363	39.12
New and Logged by %	85.67	12.39	0.65	1.29

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	324
Average Queue Time	4:57
Maximum Queue Time	29:01:00
% Calls Answered Within Service Target	66.92%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	916	360	143	30	1449
New and Logged in Service Desk System	916	122	13	30	1081
Assigned (Work not Started)	196	16		10	222	20.54
Work In Progress	88	2		8	98	9.07
Pending (Waiting on More Info)	350	24	1		375	34.69
Resolved/Closed	282	80	12	12	386	35.71
New and Logged by %	84.74	11.29	1.20	2.78

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	360
Average Queue Time	4:47
Maximum Queue Time	22:47:00
% Calls Answered Within Service Target	69.66%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	872	377	93	14	1356
New and Logged in Service Desk System	872	92	10	14	988
Assigned (Work not Started)	281	5		5	291	29.45
Work In Progress	127	10			137	13.87
Pending (Waiting on More Info)	247	15	3	3	268	27.13
Resolved/Closed	217	62	7	6	292	29.55
New and Logged by %	88.26	9.31	1.01	1.42

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	377
Average Queue Time	3:38
Maximum Queue Time	16:58:00
% Calls Answered Within Service Target	79.53%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	744	337	66	13	1160
New and Logged in Service Desk System	744	105	18	13	880
Assigned (Work not Started)	135	4	0	7	146	16.59
Work In Progress	83	4	1	2	90	10.23
Pending (Waiting on More Info)	312	17	5	2	336	38.18
Resolved/Closed	214	80	12	2	308	35.00
New and Logged by %	84.55	11.93	2.05	1.48

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	337
Average Queue Time	4:46:00
Maximum Queue Time	17:37:00
% Calls Answered Within Service Target	72.38%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	488	245	17	10	760
New and Logged in Service Desk System	488	88	4	10	590
Assigned (Work not Started)	25	4	0	1	30	5.08
Work In Progress	1	0	1	0	2	0.34
Pending (Waiting on More Info)	280	13	2	4	299	50.68
Resolved/Closed	182	71	1	5	259	43.90
New and Logged by %	82.71	14.92	0.68	1.69

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	245
Average Queue Time	4:49
Maximum Queue Time	16:27
% Calls Answered Within Service Target	80.15%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	451	185	18	9	663
New and Logged in Service Desk System	451	51	0	9	511
Assigned (Work not Started)	61	5	0	2	68	13.31
Work In Progress	1	0	0	0	1	0.20
Pending (Waiting on More Info)	225	15	0	4	244	47.75
Resolved/Closed	164	31	0	3	198	38.75
New and Logged by %	88.26	9.98	0.00	1.76

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	185
Average Queue Time	3:28
Maximum Queue Time	15:30
% Calls Answered Within Service Target	79.26%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	557	224	70	16	867
New and Logged in Service Desk System	557	94	3	16	670
Assigned (Work not Started)	76	5	0	3	84	12.54
Work In Progress	1	0	0	0	1	0.15
Pending (Waiting on More Info)	262	27	2	6	297	44.33
Resolved/Closed	218	62	1	7	288	42.99
New and Logged by %	83.13	14.03	0.45	2.39

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	224
Average Queue Time	3:15
Maximum Queue Time	10:01
% Calls Answered Within Service Target	78.20%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	664	306	102	16	1088
New and Logged in Service Desk System	664	123	16	16	819
Assigned (Work not Started)	83	8	1	3	95	11.60
Work In Progress	5	0	0	0	5	0.61
Pending (Waiting on More Info)	323	24	3	6	356	43.47
Resolved/Closed	253	91	12	7	363	44.32
New and Logged by %	81.07	15.02	1.95	1.95

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	306
Average Queue Time	4:44
Maximum Queue Time	26:02
% Calls Answered Within Service Target	76.70%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	646	301	119	10	1076
New and Logged in Service Desk System	646	136	19	10	811
Assigned (Work not Started)	316	7	3	1	327	40.32
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	170	41	4	2	217	26.76
Resolved/Closed	160	88	12	7	267	32.92
New and Logged by %	79.65	16.77	2.34	1.23

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	301
Average Queue Time	5:09
Maximum Queue Time	18:24
% Calls Answered Within Service Target	66.20%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	661	291	139	19	1110
New and Logged in Service Desk System	661	107	14	19	801
Assigned (Work not Started)	399	20	1	10	430	53.68
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	131	26	2	0	159	19.85
Resolved/Closed	131	61	11	9	212	26.47
New and Logged by %	82.52	13.36	1.75	2.37

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	291
Average Queue Time	5:07
Maximum Queue Time	22:55
% Calls Answered Within Service Target	74.28%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	797	336	140	13	1286
New and Logged in Service Desk System	797	95	41	13	946
Assigned (Work not Started)	324	6	1	0	331	34.99
Work In Progress	1	2	0	0	3	0.32
Pending (Waiting on More Info)	266	24	5	5	300	31.71
Resolved/Closed	206	63	35	8	312	32.98
New and Logged by %	84.25	10.04	4.33	1.37

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	336
Average Queue Time	5:14
Maximum Queue Time	21:36
% Calls Answered Within Service Target	66.08%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	766	359	139	15	1279
New and Logged in Service Desk System	766	103	17	15	901
Assigned (Work not Started)	315	9	0	5	329	36.51
Work In Progress	1	1	0	0	2	0.22
Pending (Waiting on More Info)	262	30	3	2	297	39.96
Resolved/Closed	178	63	14	8	263	29.19
New and Logged by %	85.02	11.43	1.89	1.66

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	359
Average Queue Time	4:43
Maximum Queue Time	27:09
% Calls Answered Within Service Target	73.33%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	527	275	122	14	938
New and Logged in Service Desk System	527	97	15	14	653
Assigned (Work not Started)	288	10	1	4	303	46.40
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	129	33	0	1	163	24.96
Resolved/Closed	110	54	14	9	187	28.64
New and Logged by %	80.70	14.85	2.30	2.14

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	275
Average Queue Time	4:05
Maximum Queue Time	14:36
% Calls Answered Within Service Target	74.39%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	586	313	92	13	1004
New and Logged in Service Desk System	586	67	34	13	700
Assigned (Work not Started)	320	8	0	4	332	47.43
Work In Progress	1	0	0	0	1	0.14
Pending (Waiting on More Info)	157	19	6	3	185	26.43
Resolved/Closed	108	40	28	6	182	26.00
New and Logged by %	83.71	9.57	4.86	1.86

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	313
Average Queue Time	2:55
Maximum Queue Time	13:12
% Calls Answered Within Service Target	81.32%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	775	363	145	12	1295
New and Logged in Service Desk System	775	142	42	12	971
Assigned (Work not Started)	377	13	0	3	393	40.47
Work In Progress	0	1	1	0	2	0.21
Pending (Waiting on More Info)	243	52	3	1	299	30.79
Resolved/Closed	155	76	38	8	277	28.53
New and Logged by %	79.81	14.62	4.33	1.24

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	363
Average Queue Time	5:14
Maximum Queue Time	31:47
% Calls Answered Within Service Target	62.20%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	687	311	122	8	1128
New and Logged in Service Desk System	687	84	30	8	809
Assigned (Work not Started)	167	2	0	1	170	21.01
Work In Progress	3	0	0	0	3	0.37
Pending (Waiting on More Info)	282	36	4	4	326	40.30
Resolved/Closed	235	46	26	3	310	38.32
New and Logged by %	84.92	10.38	3.71	0.99

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	311
Average Queue Time	3:16
Maximum Queue Time	8:46
% Calls Answered Within Service Target	82.13%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	797	350	80	23	1250
New and Logged in Service Desk System	797	134	17	23	971
Assigned (Work not Started)	107	11	2	3	123	12.67
Work In Progress	4	0	0	0	4	0.41
Pending (Waiting on More Info)	385	48	7	4	444	45.73
Resolved/Closed	301	75	8	16	400	41.19
New and Logged by %	82.08	13.80	1.75	2.37

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	350
Average Queue Time	2:57
Maximum Queue Time	17:18
% Calls Answered Within Service Target	82.29%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	978	467	196	20	1661
New and Logged in Service Desk System	978	139	35	20	1172
Assigned (Work not Started)	341	14	1	5	361	30.80
Work In Progress	3	0	0	0	3	0.26
Pending (Waiting on More Info)	310	42	4	0	356	30.38
Resolved/Closed	324	83	30	15	452	38.57
New and Logged by %	83.45	11.86	2.99	1.71	100

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	467
Average Queue Time	3:34
Maximum Queue Time	21:07
% Calls Answered Within Service Target	78.89%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1134	478	267	33	1912
New and Logged in Service Desk System	1134	146	78	33	1391
Assigned (Work not Started)	328	15	3	3	349	25.09
Work In Progress	1	0	0	0	1	0.07
Pending (Waiting on More Info)	404	41	5	5	455	32.71
Resolved/Closed	401	90	70	25	586	42.13
New and Logged by %	81.52	10.50	5.61	2.37

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	478
Average Queue Time	4:08
Maximum Queue Time	15:27
% Calls Answered Within Service Target	71.70%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1374	499	254	47	2174
New and Logged in Service Desk System	1374	151	39	47	1611
Assigned (Work not Started)	189	19	3	12	223	30.52
Work In Progress	3	0	1	0	4	0.25
Pending (Waiting on More Info)	366	37	7	8	418	25.95
Resolved/Closed	816	95	28	27	966	59.96
New and Logged by %	85.29	9.37	2.42	2.92

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	499
Average Queue Time	3:25
Maximum Queue Time	13:08
% Calls Answered Within Service Target	81.79%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	1103	437	192	54	1786
New and Logged in Service Desk System	1103	151	55	54	1363
Assigned (Work not Started)	387	15	3	11	416	30.52
Work In Progress	2	0	0	0	2	0.15
Pending (Waiting on More Info)	352	39	7	9	407	29.86
Resolved/Closed	362	97	45	34	538	39.47
New and Logged by %	80.92	11.08	4.04	3.9

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	437
Average Queue Time	4:52
Maximum Queue Time	16:28
% Calls Answered Within Service Target	59.53%

Statistics Archive

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

Academic year 2022-2023

Academic year 2021-2022