Technical Support Services
Call Statistics for February 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
| Stats: | |
| Calls and Work Orders | Feb |
| Computer h/w and s/w installs ready or in progress | 37 |
| Computer support calls in progress (Total) | 225 |
| New Computer Support Requests this month (open) | 220 |
| Completed Computer Support Requests this month (closed) | 282 |
| Open Repair/Project Work Orders | 67 |
| Work Orders Closed last month | 60 |
| Top 10 Requested HD Services: | |
| Category | Count |
| Installation | 52 |
| Software | 30 |
29 |
|
| Hardware | 28 |
| Printer | 27 |
| Accounts (maintenance) | 24 |
| System | 22 |
| Network | 20 |
| Other | 12 |
| Assets | 9 |
| Time to Resolution: | |
| Calls closed within: | Feb |
| 1 day | 126 |
| 2 days: | 10 |
| 3-5 days | 14 |
| more than 5 days | 132 |
| Average Call Duration | 28.47 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 98 |
| Knowledgeable | 92 |
| Faster than expected | 64 |
| As fast as expected | 31 |
| Slower than expected | 5 |
| Overall satisfaction | 4.5 (out of 5) |
Notable Customer Comments - good and bad (if any)
-- The support was incredible and the techs were most friendly
-- As always, courteous and prompt service!
-- A good experience and my laptop is fixed! My only suggestion is to provide a little email communication of diagnosis and estimated completion date.
-- Nigel is THE BEST! Thank you!
-- Thank you for spending a little extra time to assist me, and help me to understand my computer problems.
-- Thanks, Nigel!
-- Problem was figured out and I am happy with the discussion I had with Jonathan.
-- He fixed the problem momentarily, but then the problem resurfaced. Support staff are still trying to determine the nature of the problem.
-- Nigel Jett is awesome at customer service and his help literally saved the day.
-- I'm not certain I accurately put into words, our appreciation and gratitude for the TSS Staff. The level of support is outstanding and the staff are courteous, professional and easy going. Nothing less than exceptional! We couldn't do what we do without your dedicated support of us.
-- I'm disappointed that we have had to contact TSS several times to correct the same licensing problem, but I'm not sure if it is a problem with SPSS, communication with Marshall Robinson, or technical support. I'm glad that we have been able to resolve the problem. I hope we won't have to bug you with the same problem again.
-- As always, Nigel gave me a solutions very quickly.
-- I experienced a problem and Jeff came immediately and indicated he would have someone pick up my computer.I left my office for 2 hours and when I returned the problem was no longer evident,but there was no note or indication that it had been fixed by the help desk. I am just assuming it was . A note would have been helful.
-- Thank you Sam, you are my hero for taking care of my problem (thankfully minor) without making me feel like an idiot for not being able to fix it myself and for dashing to my aid so quickly. My Friday went much better as a result. Hope you don't mind if I request you in person next time!
-- I love your people. They are always so helpful and quick when I have a problem. I am computer illiterate! :)
-- Mine was an easy solution to fix. However the your staff person was very patient, understanding, courteous.
-- Nigel was a great help and assisted us in getting image files corrected to send to the Seattle Art Museum . We had trouble opening them as did the SAM and he fixed the problem immediately. Thanks so much!
-- Nigel is extremely courteous and helpful. He helped me get a add-on for MSWord that helps me download .odf files. ~[named redacted] :)
-- The tech support is the absolute greatest! They are always friendly and helpful and most of they ALWAYS know how to fix the problem. Thank you so much!
-- Thank you!!! You guys are great!
-- Thanks-he was here right away and lent assistance he could.
Recent Completions
-- The KAOS antenna was repaired.
Current High Priority Tasks (Word doc download)
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