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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 November 2022:

CategoryNumber of support calls% responded within SLA% resolved within SLA
MFA 176 99.6% 100%
Password Reset 63 100% 100%
Desktop Software Support 54 100% 100%
Information and Support  15 100% 100%
Blackboard Support 12 100% 99.9%

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 CategoryResponse TimeResolution 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
December 21 February 22 1893
March 22 May 22 1642
June 22 August 22 1238
September 22 November 22 2106
Total calls: 6879

 

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