Technical Support Services
Call Statistics for May 2008
Cross-Team Tidbits
-- Center for New Media
-- Library Remodel Ph2
-- CAB/KAOS Remodel
-- AV Projector Security
-- Police Radio Improvements
-- Underground Classroom AV
-- Prep for Media Control Remod
-- Police Back-up Repeater
-- TSS Media Workflow Revision
-- AV Documentation Project
-- Mass Alert System Research
-- H.323 / E.164 extension
-- Locate Conduits for C&C Remods
-- EOC Communication Update
-- Mac OS 10.5
-- PC Refresh/FAD inventory
-- McAfee Upgrade for Clients
-- Vista OS
-- Office 2k7
-- Anti-malware Products Review
-- Account Creation Issues
-- "Mini Surge" for 2 week power outage in Library
-- Obsolete voice mailbox cleanup
-- A Wing construction mgmt (communications)
| Stats: | |
| Calls and Work Orders | May |
| Computer h/w and s/w installs ready or in progress | 43 |
| Computer support calls in progress (Total) | 136 |
| New Computer Support Requests this month (open) | 371 |
| Completed Computer Support Requests this month (closed) | 235 |
| Open Repair/Project Work Orders | 73 |
| Work Orders Closed last month | 47 |
| Top 10 Requested HD Services: | |
| Category | Count |
| Installation1 | 52 |
| Software | 35 |
| Printer | 33 |
| Hardware | 30 |
27 |
|
| Other | 26 |
| Accounts (maintenance) | 23 |
| Assets | 17 |
| System | 11 |
| Network | 10 |
| Time to Resolution: | |
| Calls closed within: | May |
| 1 day | 127 |
| 2 days: | 9 |
| 3-5 days | 19 |
| more than 5 days | 80 |
| Average Call Duration | 10.5 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 100 |
| Knowledgeable | 100 |
| Faster than expected | 56.7 |
| As fast as expected | 3.3 |
| Slower than expected | 40 |
| Overall satisfaction | 4.9 (out of 5) |
Notable Customer Comments - good and bad (if any)
-- Nigel was outstanding!
-- we loves us our TSS boys...
-- We always get great service!
-- The TSS staff are always helpful and patient, and offer some of the best customer service on this campus! Thanks for all your good work!
-- The service was complimented by timely followup. Much appreciated.
-- The student techs have been helpful, but have limited knowledge of macros; some training in that area would be helpful.
-- Thank you very much for your able and conscientous service.
-- The only reason it took longer was because of the old software having compatibility issues with a new computer.
-- The only problem was there was an issue with Outlook 2003 this morning and Support had to be called and come back. However they were able to resolve the problem and all is good with the world again. I want to thank TSS Support because everytime I have h
-- How can you improve upon perfection?
-- Pizza?
-- Keep up the good work!!!!
-- The student worker was very curteous and while he did not know the answer, he knew who did! Well done! Nigel\'s help with creating the DL was prompt and exactly what I needed.
-- I wish that we could figure out WHY we were deleted from the O: Drive. MIT, Sherry, Maggie, Loren.....It is very puzzling....
-- I was reassured, assisted expeditiously, and fully helped by TSS. The staff tracked me down to let me know what was going on, and had a repaired machine exactly when they thought they would. A very nice resolution to a crashed haqrd drive.