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 | 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 | 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 | 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: