How are we doing?
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 March 2022:
| Category | Number of support calls | % responded within SLA | % resolved within SLA |
|---|---|---|---|
| MFA | 204 | 98.5% | 100% |
| Password Reset | 123 | 100% | 100% |
| Email & Calendars | 104 | 98% | 98% |
| Account Provisioning | 38 | 82% | 98% |
| Blackboard | 30 | 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 calls handled by the IT Service Desk
| Period (beginning) | Period (end) | Number of calls |
|---|---|---|
| May 21 | July 21 | 1738 |
| August 21 | October 21 | 2599 |
| November 21 | January 22 | 2831 |
| February 22 | March 22 | 1713 |
| Total calls: | 8881 | |