Technical Support Services
Call Statistics for March 2008
Cross-Team Tidbits
-- AV security Project
-- A Wing construction mgmt (communications)
-- Library mini-surge
| Stats: | |
| Calls and Work Orders | Mar |
| Computer h/w and s/w installs ready or in progress | 37 |
| Computer support calls in progress (Total) | 253 |
| New Computer Support Requests this month (open) | 205 |
| Completed Computer Support Requests this month (closed) | 253 |
| Open Repair/Project Work Orders | n/a |
| Work Orders Closed last month | n/a |
| Top 10 Requested HD Services: | |
| Category | Count |
| Installation | 37 |
| Printer | 33 |
33 |
|
| Software | 32 |
| Accounts (maintenance) | 30 |
| Hardware | 24 |
| System | 13 |
| Network | 13 |
| Other | 7 |
| Assets | 4 |
| Time to Resolution: | |
| Calls closed within: | Mar |
| 1 day | 161 |
| 2 days: | 11 |
| 3-5 days | 18 |
| more than 5 days | 63 |
| Average Call Duration | 13.9 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 98 |
| Knowledgeable | 90 |
| Faster than expected | 74 |
| As fast as expected | 10 |
| Slower than expected | 16 |
| Overall satisfaction | 4.8 (out of 5) |
Notable Customer Comments - good and bad (if any)
-- Thanks for the GREAT job you do!
-- I contacted Nigel by e-mail. Not only did he provide a right solution for my problem, he also followed it up with a message to make sure that my problem has been solved.
-- As always,your staff is fast to fix any computer problems I have. You guys are the best!
-- I would've clicked 11 for service rating - it's that good! TESC TSS - When only the best will do! (tm)
-- Jeff is great! I am a happy fan of TSS and all you do to keep us going in our work of serving students. Thanks!
-- Jonathan went above and beyond what was expected. Very courteous and always willing to be of assistance with whatever needs to be accomplished. THANK YOU JONATHAN!
-- Yay TSS!
-- as ever, TSS rises to the occasion!
-- Jeff Morris showed up exactly on time, provided expert knowledge, and was very professional. Thank you![name redacted]
-- Always helpful and effective
-- Friendly, flexible and curtious staff.
-- You guys always do a great job and I really appreciate it.
-- thanks!
-- Thank you to Tristan; he responded immediately to our problems and had them taken care of before we knew it. As always TSS service scores high!!!
-- I have always been happy with the responsiveness of the TSS staff -- very knowledgeable and professional. Thank you!
-- TSS be top shelf!!!
-- Nigel is always helpful and knowledgeable.
-- You people are terrific!!! I am so grateful for everything you do for us.
-- TSS has always been a wonderful resource and support system for me with all my tech needs. Thanks so much! :-)
-- Thank you!
-- Thanks so much for the great customer service!
-- As always, you did a great job!!!!
-- As always, you helped solve the problem and save the day! Thanks
Recently Completed
-- Comm building AV security cable pulls
--
carpetting moves in Lab 1
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