Technical Support Services
Call Statistics for July 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 | July |
| Computer h/w and s/w installs ready or in progress | 38 |
| Computer support calls in progress (Total) | 83 |
| New Computer Support Requests this month (open) | 301 |
| Completed Computer Support Requests this month (closed) | 336 |
| Open Repair/Project Work Orders | |
| Work Orders Closed last month |
| Top 10 Requested HD Services: | |
| Category | Count |
| Installation | 77 |
| Hardware | 40 |
| Software | 38 |
| 32 | |
| System | 22 |
| Printer (nw) | 18 |
| Rebuild | 14 |
| Accounts (maintenance) | 14 |
| Assets | 13 |
| Move | 12 |
| Time to Resolution: | |
| Calls closed within: | July |
| 1 day | 144 |
| 2 days: | 12 |
| 3-5 days | 18 |
| more than 5 days | 142 |
| Average Call Duration | 18.85 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 100 |
| Knowledgeable | 98 |
| Faster than expected | 35.3 |
| As fast as expected | 49 |
| Slower than expected | 13.7 |
| Overall satisfaction | 4.7 (out of 5) |
Notable Customer Comments - good and bad (if any)
-- The help desk is allways most helpful and timely. thank you for your excellent responses
-- The technician thought he had solved this somewhat baffling problem, but when I cranked things up today the problem is still there. I would still like to get the problem fixed.
-- Actual installation of equipment was seamless, but obtaining location/information after ordering was frustrating.
-- as ever - excellent service
-- Time for equipment to be located/installed from time of order was surprisingly longer than expected. But installation once Steve contacted us was speedy and efficient.
-- You all ROCK!!! I'm always pleased with your service. You're courteous, knowledgable and make me feel like a priority, even when I know you're swamped. Thanks so much, Tracey
-- The service was excellent. I brought the computer in for one issue, but they discovered another while I was there and took care of both of them well within the timeframe we had discussed.
-- Very friendly and quick! Thank you!
-- Joe actually came right over and fixed my problem in moments! Your department delivers top-notch service, and I thank you!
-- Moving exacerbated the time issue. Not much could be done about that.
-- stupid toolbar thing
-- I was a bit frustrated to leave things unresolved last night, but someone came over promptly this morning and took care of things.
-- good stuff
-- When I logged in to my computer it was stuck and making a horrible noise, and I couldn't turn it off. I went to the Help Desk, and Jonathan came to my office right away and had the problem fixed in no time. Jonathan did an outstanding, professional, co
-- Tech support are always very helpful.
-- I probably wouldn't be completing this survey if TSS hadn't gotten my machine fixed. Thanks for the speedy fix!!!
-- Vlad, Jeff, and Sam did an outstanding, professional, courteous and timely job. They are to be highly commended for their excellent customer service. Thank you!