4,302 Tickets Opened
In September alone, the ITS Service Desk opened 4,302 service request tickets. This was 230 tickets more than last September.
62% First Call Resolution
62% of all calls made to the Service Desk in the month of September were handled directly by the Service Desk, on that first point of contact, and not passed on to another department for resolution.
94% commitment rate
Commitment rate is the amount of time that is designated to complete a ticket request. When a ticket gets passed to a department outside of the ITS Service Desk (ie: to Web Services or to the Network Services team), it gets assigned a ‘time to complete’. This time is determined based on the type of request and how long it generally takes to complete this type of request.
92% Satisfaction Rate
Satisfaction surveys, implemented February 2012, go out to a number of clients who have submitted a request to the ITS Service Desk. In September, Clients report a 92% satisfaction rate with the service received, based on an 18% survey response rate.