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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 September 2023:

CategoryNumber of support calls% responded within SLA% resolved within SLA
MFA 214 99.07% 99.54%
Password Reset 172


Account Provisioning 54 98.15% 98.15%
Information and Support  32 100% 100%
Desktop Software Support 21 100% 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 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
October 22 December 22 1920
January 23 March 23 1780
April 23 June 23 1629
July 23 September 23 1866
Total calls: 7195


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