Technical Support Services
Call Statistics for March 2008

Cross-Team Tidbits
 -- AV security Project
-- A Wing construction mgmt (communications)
-- Library mini-surge

 

Stats:
Calls and Work Orders
Mar
Computer h/w and s/w installs ready or in progress
37
Computer support calls in progress (Total)
253
New Computer Support Requests this month (open)
205
Completed Computer Support Requests this month (closed)

253
Open Repair/Project Work Orders
n/a
Work Orders Closed last month
n/a


Top 10 Requested HD Services:
Category
Count
Installation

37
Printer
33
Email
33
Software
32
Accounts (maintenance)
30
Hardware
24
System
13
Network
13
Other
7
Assets
4

 

Time to Resolution:
Calls closed within:
Mar
1 day
161
2 days:
11
3-5 days
18
more than 5 days
63
Average Call Duration
13.9


Customer Satisfaction Survey Responses:
Category
%
Courteous
98
Knowledgeable
90
Faster than expected
74
As fast as expected
10
Slower than expected
16
Overall satisfaction
4.8 (out of 5)


Notable Customer Comments - good and bad (if any)
-- Thanks for the GREAT job you do!

-- I contacted Nigel by e-mail. Not only did he provide a right solution for my problem, he also followed it up with a message to make sure that my problem has been solved.

-- As always,your staff is fast to fix any computer problems I have. You guys are the best!

-- I would've clicked 11 for service rating - it's that good! TESC TSS - When only the best will do! (tm)

-- Jeff is great! I am a happy fan of TSS and all you do to keep us going in our work of serving students. Thanks!

-- Jonathan went above and beyond what was expected. Very courteous and always willing to be of assistance with whatever needs to be accomplished. THANK YOU JONATHAN!

-- Yay TSS!

-- as ever, TSS rises to the occasion!

-- Jeff Morris showed up exactly on time, provided expert knowledge, and was very professional. Thank you![name redacted]

-- Always helpful and effective

-- Friendly, flexible and curtious staff.

-- You guys always do a great job and I really appreciate it.

-- thanks!

-- Thank you to Tristan; he responded immediately to our problems and had them taken care of before we knew it. As always TSS service scores high!!!

-- I have always been happy with the responsiveness of the TSS staff -- very knowledgeable and professional. Thank you!

-- TSS be top shelf!!!

-- Nigel is always helpful and knowledgeable.

-- You people are terrific!!! I am so grateful for everything you do for us.

-- TSS has always been a wonderful resource and support system for me with all my tech needs. Thanks so much! :-)

-- Thank you!

-- Thanks so much for the great customer service!

-- As always, you did a great job!!!!

-- As always, you helped solve the problem and save the day! Thanks


Recently Completed

-- Comm building AV security cable pulls
-- carpetting moves in Lab 1

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