ITS Help and Service Desk
After speaking on the phone with your analyst, he was kind enough to respond via email so that we would not disturb the students working in the classroom. His explainations were very easy to understand and the advice offered was appropriate and very timely.
Technical Staff Assistant IV, Academic Unit
After we'd talked, he looked into an issue I'd raised at the end of our conversation. He said he didn't know how to transfer my Thunderbird address lists to my new UTmail account. A few minutes later, when he sent me info on Gmail, he'd kindly looked up the piece of Thunderbird information and relayed it to me. Very kind and resourceful of him.
Professor Emeritus, Academic Unit
The graphs below provide a quick glance at how well the Help and Service Desk is doing based on our most important indicators.
The First Contact Resolution (FCR) rate illustrates what percent of contacts the Help and Service Desk receives which it is able to resolve immediately - without the customer having to call or e-mail back and without having to transfer the ticket to another group. We also compare ourselves with the industry average, as reported by the Help and Service Desk Institute for 2011.
The Average Speed to Answer (ASA) is how many seconds on average a customer must wait when calling the Help and Service Desk before they speak to a live human being.
The Customer Service Index (CSI) shows how satisfied our customers are with our service based on surveys they fill out. Above 80% is considered "very satisfied."
Help and Service Desk Numbers
In January 2013 we...
- responded to 5,623 trouble tickets.
- answered 5,277 phone calls.
- spent 453 hours, 39 minutes, and 16 seconds talking with our customers.
- completed phone calls in an average of 5 minutes and 32 seconds.
- assisted 1,562 customers at our service desk.
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