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) 3611
Phone Calls (896 2000) 1414
Walk-In (Aras an Phiarsaigh) 713
Web Submissions (http://ask.tcd.ie) 134
  5872

Weekly Statistics

 

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: