Information Technology Department

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IT Scorecards and Statistics - Help Desk Support

 

 Help Desk Statistics Fiscal Year 2012 through 2016 
  FY12 FY13 FY14 FY15 FY16
Support Requests         19,432      21,108      22,458      21,274      24,476
First Contact Resolution 73% 77% 74% 70% 71%
Overall Customer Satisfaction
(out of 5%)
4.85% 4.86% 4.85% 4.87% 4.82%

Definitions:

Support Requests - number of requests made via phone call, email, or service request and logged in the IT support ticketing system. 

First Contact Resolution - percentage of support requests resolved and closed in one contact (phone, email) with a Help Desk technician. 

Overall Customer Satisfaction - the IT Departments subscribes to the Help Desk Institute's Customer Satisfaction Index survey system, where surveys are automatically sent to clients after their support request ticket is closed. For more details, see the Customer Service Scorecard

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