Technical Support Services
Call Statistics for October 2008
Cross-Team Tidbits
--
On going A wing Oversight
-- A wing Surge planning
-- Planning / oversight
-- Center for New Media
-- Planning for CAB remodel
-- Preparing for PBX upgrade
--
Continued Macintosh OS development
--
Planning / oversight
--
C&C remodel
--
Planning
Longhouse remodel
--
resocked the Omnipro color print processor
-- Updated WSUS server
-- Updated Vista build for new computer models
--
Troubleshooting lost mail issue
-- Troubleshooting post-SAN migration issues
--
Troubleshooting ongoing free-busy calendaring issues.
| Stats: | |
| Calls and Work Orders | Oct |
| Computer h/w and s/w installs ready or in progress | 13 |
| Computer support calls in progress (Total) | 71 |
| New Computer Support Requests this month (open) | 291 |
| Completed Computer Support Requests this month (closed) | 291 |
| Open Repair/Project Work Orders | 54 |
| Work Orders Closed last month | 44 |
| Top 10 Requested HD Services: | |
| Category | Count |
| Installation | 70 |
| Hardware | 37 |
| Software | 34 |
| 23 | |
| Printer (nw) | 21 |
| Other | 15 |
| System | 15 |
| Network | 14 |
| Printer (loc) | 10 |
| Accounts (maintenance) | 8 |
| Time to Resolution: | |
| Calls closed within: | Oct |
| 1 day | 88 |
| 2 days: | 10 |
| 3-5 days | 12 |
| more than 5 days | 124 |
| Average Call Duration | 21.22 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 100 |
| Knowledgeable | 100 |
| Faster than expected | 31 |
| As fast as expected | 58 |
| Slower than expected | 11 |
| Overall satisfaction | 4.6(out of 5) |
Notable Customer Comments - good and bad (if any)
-- Johnothan was great! Very helpful.
-- You're always good.
-- Ishmael has some questions in our phone conversation but was willing to come to my office and worked through a good solution in a knowledgeable, respectful way. I don't feel I have a deep understanding of computer uses and he reassured me my knowledge le
-- Thanks for the help!
-- Excellent service. Always making my life as a new faculty member easier.
-- Levi has been wonderful to work with and so quick to respond to our problems. We thank you all!
-- Sam was as helpful as he could be, but in the end I turned my computer off and back on in hopes of fixing the problem. For now it is working.
-- hallelujah!
-- Fast speedy!
-- Awesome team!
-- As always you are all awesome and helpful..
-- As always, TSS provided us w/a high level of customer service; Joe was knowledgeable and curteous.
-- Always awesome support and extremely courteous and helpful staff. Thank you so much!
-- The individual who came & installed the software was very courteous & helpful. In addition, he took the time to answer questions & show me step by step on inserting images in text. As I have had problems with images in the past. Thanks!
-- As always TSS came through for us - Jonathon was knowledgeable and courteous!
-- Thanks, Joe, nice work! My email Outlook is working great now!
-- You're all Superstars!!!
-- You folks are very knowledgable and helpful and we "out here" rely on you greatly! Thanks for your help!
-- Thank you so much for the work you do for us and for the college. Once again your staff has streamlined my email communications in a manner that has been efficient and professional.
-- While the problem with my email was a challenge, what I appreciated was the high quality of service and diligence of the staff. Gary phoned me at home to try to work on the email without my having to make an extra trip to campus. That was most appreciate
-- What can I say, you are awesome.
-- You guys are great and extremely helpful.
-- This is a most important time for me in ordering books for the classes and the time frame was excellent - out and back in when I was told it would be! You are excellent!