Technical Support Services
Call Statistics for August 2008
Cross-Team Tidbits
-- PMs done for the 8 & 16 track studios, Photo and Media Loan equipment.
--
Millenium expansion
--
Installed the back up repeater.
-- Continued project oversight on A wing construction
-- Planning CAB renovations
-- Macintosh OS NetInstall development
-- Telecommunications upgrades
-- Flaming Eggplant project
-- Campus Keyshop move
| Stats: | |
| Calls and Work Orders | Aug |
| Computer h/w and s/w installs ready or in progress | 53 |
| Computer support calls in progress (Total) | 99 |
| New Computer Support Requests this month (open) | 347 |
| Completed Computer Support Requests this month (closed) | 286 |
| Open Repair/Project Work Orders | 35 |
| Work Orders Closed last month | 60 |
| Top 10 Requested HD Services: | |
| Category | Count |
| Installation | 122 |
| Software | 28 |
| Hardware | 25 |
| Rebuild | 13 |
| Printer (loc) | 12 |
| Printer (nw) | 11 |
| 11 | |
| Accounts (maintenance) | 11 |
| Network | 10 |
| System | 7 |
| Time to Resolution: | |
| Calls closed within: | Aug |
| 1 day | 95 |
| 2 days: | 13 |
| 3-5 days | 17 |
| more than 5 days | 83 |
| Average Call Duration | 19.94 |
| Customer Satisfaction Survey Responses: | |
| Category | % |
| Courteous | 100 |
| Knowledgeable | 98 |
| Faster than expected | 57.9 |
| As fast as expected | 34.2 |
| Slower than expected | 7.9 |
| Overall satisfaction | 4.8 (out of 5) |
Notable Customer Comments - good and bad (if any)
-- I have had a few things done by TSS, so I'm not sure which one this is referring to. Gary ordered parts for and fixed my faculty laptop. That was quick and professionally done! thanks so much! I also had a large order of laptop computers with a cart, etc
-- Levi was very professional and courteous. He was able to assist me with the removal of unwanted calendars over the phone, very simple. I had been informed previously that there was no such task but that person no longer works for TSS. Thank you Levi!!
-- No suggestions just a great big THANKS!!!
-- - the First computer returned was not locked up and the staff person seemed to be put out by having to deliver the computer. the second staff member was very knowledgeable and if he did not know the answer he was happy to call someone who did. This staff p
-- Confusion about being told that whatever was on the machine would be backed up and restored. I provided a screen print showing names of folders on our deskstop that we needed. They apparently were not restored when machine was rebuilt. The tech deliveri
-- explained the issue so l could understand "why." Knowledgeable.
It was a particularly knotty problem and simple solutions did not work, but you kept with it until the problem was solved. One thing still needs to be set-up: I discovered that with the new software the printer was not set-up and I cannot print from any
-- Vald was very helpful and a pleasure to do business with.
-- Great job. They didn't know the answer but figured it out with someone else's help. I couldn't ask for more. And they f/u'd to make sure that things worked out.
-- I appreciated the help. However, now my Entourage is continually updating sent mail, inbox, deleted items, etc. and I get the "spin of death" (waiting, waiting) for almost anything I ask it to do, including something as simple as opening a message. I ca
-- I'm a TSS fan - make no mistake about it! Sam did his usual great job!
-- Everyone (Levi, Ishmael, Joe and Sam) was polite and helpful. They provided me with the information and assistance I needed without talking over me. The time frame they estimated for working on my machine was pretty accurate. When taking and returning
-- Joe was great and took time to answer my questions and do some training with me to be more literate on my computer, so I don't feel "computer stupid!" Thanks so much for all your help and for senidng out the next set of help in getting my MSO toolbar
-- Tristan is a keeper!!! He is very helpful, courteous, patient, and responsive. Thanks so much!
-- Great Job! Thank you for your quick response time.
-- I really appreciated the follow-up call. Thank you.
-- Thank you to Sam for helping me with my Entourage from home. I called from home, late on Friday afternoon. Sam said he would do what he could before he left for the day, but that if he was not able to finish, he would call me on Monday morning. Today [
-- Thanks Barbara for your help!
Recently Completed
- Mini-Surge
-OSX admin training
-Vista and Office admin training
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