Technical Support Services
Call Statistics for December 2007
Cross-Team Tidbits
-- not available
Other Projects
-- not available
| Stats: | |
| Calls and Work Orders | Dec |
| Computer h/w and s/w installs ready or in progress | 22 |
| Computer support calls in progress (Total) | 39 |
| New Computer Support Requests this month (open) | 219 |
| Completed Computer Support Requests this month (closed) | 272 |
| Open Repair/Project Work Orders | |
| Work Orders Closed last month |
| Top 10 Requested HD Services: | |
| Category | Count |
| Installation | 100 |
29 |
|
| Hardware | 21 |
| Software | 13 |
| Assets | 13 |
| Other | 13 |
| System | 13 |
| Printer (nw) | 12 |
| Accounts (maintenance) | 12 |
| Printer (loc) | 8 |
| Time to Resolution: | |
| Calls closed within: | Nov. |
| 1 day | 93 |
| 2 days: | 6 |
| 3-5 days | 17 |
| more than 5 days | 125 |
| Average Call Duration | 22.3 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 100 |
| Knowledgeable | 100 |
| Faster than expected | 77 |
| As fast as expected | 23 |
| Slower than expected | 0 |
| Overall satisfaction | 4.86 (out of 5) |
Notable Customer Comments - good and bad (if any)
-- Every time I've had a "technical challenge" Nigel Jett has been able to resolve it promptly.
-- Nigel helped me get set up with my replacement computer. As he has been before, he was courteous, efficient and knowledgeable.
-- Jonathan fixed my problem like magic! :)
-- you guys are cute
-- Nigel ROCKS!
-- Excellent support, thanks for your speedy response.
-- very professional and curteous assistance
-- All of the folks at the Help Desk are so helpful and pleasant! That really means a lot when computer frustration is occuring!
Recent Completions
Current High Priority Tasks (Word doc download)
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