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The following information is about how our IT Service Desk are supporting you when you have an IT issue or query.

Service Desk calls and resolution by category

These are the top 5 categories of queries during  February 2025

Category Number of support calls % responded within SLA % resolved within SLA
MFA 144 100% 98.61%
Password Reset 127

96.85%

96.06%
Blackboard 35 100% 100%
Account Provisioning 25 100% 100%
Requesting or Purchasing Software 24 100% 100%

What does responded mean? That's how long it takes us to initially reply to your query.

What does resolved mean? That's how long it takes us to solve your query.

SLA - Service Level Agreement

What is SLA? This stands for Service Level Agreement and are the timings that have been agreed for us to respond to and resolve your issue or query. These timings are based on working hours, so do not include evenings, weekends or public holidays. Each logged incident is assigned to an SLA category and the majority of incidents are placed into Medium by default:

SLA Category Response Time Resolution Time
Low 28 hours (1 day & 4 hours) 99 days
Medium 9.5 hours 4 days
High 2 hours 28.5 hours (1 day & 4.5 hours)
Major 1 hour 8 hours
Immediate 1 hour 6 hours

Number of  telephone calls handled by the IT Service Desk

Period (beginning) Period (end) Number of calls
March 24 May 24 1531
June 24 August 24 1104
September 24 November 24 2275
December 24 February 2025 1648
Total calls: 6558

 

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