Technical Support Services
Call Statistics for September 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
-- PC Refresh/FAD inventory
-- McAfee Upgrade for Clients
-- 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)
-- Continued Flaming Eggplant work
-- Ongoing Capital Construction oversight on A wing, Longhouse, CAB
-- Macintosh image deployment
--
Started deploying Vista
--
Started test group for XPSP3
| Stats: | |
| Calls and Work Orders | Sept |
| Computer h/w and s/w installs ready or in progress | 31 |
| Computer support calls in progress (Total) | 83 |
| New Computer Support Requests this month (open) | 368 |
| Completed Computer Support Requests this month (closed) | 316 |
| Open Repair/Project Work Orders | 55 |
| Work Orders Closed last month | 60 |
| Top 10 Requested HD Services: | |
| Category | Count |
| Installation | 93 |
| Software | 48 |
| Printer (nw) | 25 |
| Hardware | 23 |
| 22 | |
| System | 14 |
| Other | 13 |
| Network | 11 |
| Accounts (maintenance) | 11 |
| Assets | 7 |
| Time to Resolution: | |
| Calls closed within: | Sept |
| 1 day | 136 |
| 2 days: | 23 |
| 3-5 days | 18 |
| more than 5 days | 94 |
| Average Call Duration | 9.81 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 100 |
| Knowledgeable | 100 |
| Faster than expected | 51.7 |
| As fast as expected | 41 |
| Slower than expected | 7.3 |
| Overall satisfaction | 4.8 (out of 5) |
Notable Customer Comments - good and bad (if any)
-- I find the TSS support staff the best group to work with on campus. Consistently prompt, knowledgeable and outstanding service.
Thank you,
Jan Sharke
-- I do now notice one thing - I don\'t see that Adobe Acrobat Professional was loaded onto the machine? I only see the reader. I also need access to the PPMS system - I forgot to include that on my checklist.
-- Very helpful, efficient, knowledgeable, and kind. I completely appreciate your services. Thank you.
-- TSS Help Desk worked on our problem of being locked out of a password protected Excel document for over 2 days without any success. I called Nigel this morning and he had the probelm fixed within a few minutes. So it did take more time than I expected;
-- thanks, as always :)
-- Thanks
-- Thank you for all your very courteous, knowledgeable and professional support. You "rock"!
-- Our request for help in setting up a shared calendar was handled immediately. Expected this to be a low-priority item and expected it to take more time. Pleasantly surprised. Thank you.
-- Thank you for finding my missing file! You guys saved my life (again)
-- I think it was the guy named Dale who was especially helpful.
Thank you very much!
-- Nigel's service is always very friendly and most supportive. I appreciate his help and his good demeanor. Thanks again for the help.
-- everyone there is always great -- I\'ve been here 11 years and have never had a bad experience
-- Came right to my office and fixed things
-- Looking objectively at timeline as a helpful tool for tech. A lead sec.having no access to Data Mart from May 28-Sep 11,3 mo.; is a long time Maybe having a defined computer set up check list, for tect student assistants, includes the permission info of
-- Good job. Thank you. Don Foran
-- Awesome you are
-- It is always a pleasure working with Tech Support. They are responsive, curteous and professional. Great team!!
-- -- You guys rock! Thanks so much. My life would be a LOT more difficult without your constant support.
Cynthia
-- Sam was fantastic!
-- Thank you!
-- As always the service was completed very professionally and quickly. Is is always a please to work with TSS staff.
-- As always, the service was excellent.
-- Really quick! The only reason I put four instead of five is that the time I went to the help desk in person to pick something up, the person I spoke to kind of acted like he couldn\'t be bothered, which was a little unsettling, but the person who actually
-- Staff are always courteous and thoughtful
-- Appreciated the patience and persistence received by the people helping to resolve my problem (successfully) !
-- superior service. I'm spoiled.
-- ya'll rock!
-- This is the 2nd time I've dealt with Levi - outstanding customer service and very prompt.
-- TSS is wonderful. Thanks so much
-- Thanks for the support!
-- The service was great, however, the next time I tried to access the thumb drive (inserted it), it tried to reinstall itself to the H drive again and the V drive connection seemed to be broken (it disappeared). I will work with Beth Hesketh on a solution