Technical Support Services
Call Statistics for June 2008
Cross-Team Tidbits
Projects scheduled
-- Center for New Media PM
-- Library Remodel Ph2 PM
-- Library Remodel Ph2 Punch
-- Campus Video Security
-- CAB/KAOS Remodel PM
-- Longhouse Remodel PM
-- Bookstore POS Web Browsing
-- Millenium Problems
-- Mac 10.5
-- X-Serve/ARD/Task Server/OD build
-- McAfee Upgrade
-- PID Investigate and Secure
-- KAOS Deepfreeze Evaluation
-- Vista OS
-- A-wing Printer Reinstall Planning
-- Active Directory/Group Policy Development
-- RIS Upgrade
-- Summer PM Lists
-- EM Classroom Upgrades
-- C-wing CATV Revamp
-- Lib 1326 Podia Install
-- AV Projector Security
-- AV Alarm Panel Activation
-- Comm 118/212K Rack Fans
-- Fill HD Vacancy
-- CENCOM/Kitsap Co Recharge
-- PDPs
-- Clarify HelpDesk operational expectations
-- C&C Web pages/help docs to CMS
-- Fixed asset inventory process revision
-- Police Radio Improvements
-- Police Radio Frequency Change
-- Mass Alert System Pilot
-- LERN Radio for Police Services
-- Flaming Eggplant Temp Location
-- A2 Data Closet Labeling after remodel
-- Computer Center Remodel
-- Fall Computer Installs
-- Win Server Virtualization
-- Library Surge Phase 2.2
-- Skunkworks/Cage Move-in
-- CAB/KAOS Remodel Surge Out
-- Campus Print Management
-- EOC Communication Update
-- Print Count Monitoring Process
-- Office 2k7
-- Account Creation Issues
-- Clientele Upgrade to Latest Version
-- IronKey Test
-- End of Life - old OS and Office Suites
-- Email Archive System
-- Electronic Computer Inventory/Remote Software/Hardware management tools
-- Account Audit
-- WinInstall Upgrade
-- Comm Music Instrument Alarm
-- TSS Media Workflow Revision
-- Farm house AV system
-- Annual Video Projector Replacement
-- Campus CATV to 900 MHz
-- Mac Lounge AV relocation
-- TSS Parts Inventory Process Review
-- Evaluate possibility of eliminating 7 yr computers in FAD rotation
-- Surplus computers that are over 5 years old?
-- Millenium System Support
-- Radio Narrow Banding
-- Police Dispatch Consoles
-- Police Radio Coverage Improvement
-- Key Shop Move to CUP
| Stats: | |
| Calls and Work Orders | June |
| Computer h/w and s/w installs ready or in progress | 42 |
| Computer support calls in progress (Total) | 124 |
| New Computer Support Requests this month (open) | 235 |
| Completed Computer Support Requests this month (closed) | 185 |
| Open Repair/Project Work Orders | |
| Work Orders Closed last month |
| Top 10 Requested HD Services: | |
| Category | Count |
| Software | 31 |
| Printer (nw) | 22 |
| Installation | 18 |
| System | 16 |
| Accounts (maintenance) | 16 |
| 13 | |
| Other | 12 |
| Hardware | 11 |
| Printer (loc) | 8 |
| Assets | 7 |
| Time to Resolution: | |
| Calls closed within: | June |
| 1 day | 109 |
| 2 days: | 8 |
| 3-5 days | 15 |
| more than 5 days | 37 |
| Average Call Duration | 12.3 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 100 |
| Knowledgeable | 100 |
| Faster than expected | 76.7 |
| As fast as expected | 23.3 |
| Slower than expected | 0 |
| Overall satisfaction | 4.8 (out of 5) |
Notable Customer Comments - good and bad (if any)
-- Thanks a ton, Sam. I appreciate your helping me through this attachment issue that I've been struggling with for so long. So simple. You were kind and courteous and helped with my printer too. Thanks tons!
-- Thanks for the fast, courteous and effective service.
-- Sam did a great job, he was friendly and efficient!
-- Not sure I should be allowed to fill this out. Something about conflict of interest?
-- Tristan did a wonderful job. Service was timely, professional and effective.
-- Always the highest ratings; thanks!
-- It was great that you had a wireless card in stock. It solved my problem quickly.
-- Could you provide a bulkier monitor as a loaner next time:) Just kidding, my service experience was great. Monitor is working like new. Good job!
-- I am very grateful for the staff at the TSS window/office....the staff who assist me are always very courteous and patient, even if I am stressed/worried. In many cases, they can help me right over the phone, and other times when I bring in my laptop the
-- Awesome in all categories all the time; patience with me rates high too!!
-- Awesome service and handled all problems and questions very well. Don\'t worry will call again if we need him!
-- Nigel was exceptional in expediting our request for a new employee who needed to access Banner immediately upon hire. Thank You!!!
-- I received excellent help on two timely problems: Transferring student sent files and trouble shooting my PowerPoint presentation
-- Very helpful! Very kind. Thank you for installing my printer!!
Recently Completed
- Mini-Surge
-OSX admin training
-Vista and Office admin training
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