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IT Service Desk performance

How we are performing

IT Service Desk performance
 Feedback - Satisfactory & aboveFeedback - Good & Very goodResolved by IT Service DeskCalls abandonedAvg queue time (MM:SS)Average calls answered within 25 seconds
Aug 2016 95.3% 93.8% 67.5% 14% 3:21 26%
Sep 2016 94.3% 90.1% 76.3% 12% 2:17 42%
Oct 2016 96.6% 91.0% 58.1% 13% 2:18 42%
Nov 2016 99.5% 95.1% 63.9% 10% 2:38 46%
Dec 2016 100% 96% 59.7% 7% 1:45 48%
Jan 2017 94.8% 90.9% 58% 9% 2:22 51%
Feb 2017 96.1% 95% 60.9% 8% 1:31 52%
Mar 2017 98.7% 93.8% 58.6% 7% 1:09 53%
Apr 2017 97.3% 94% 63.8% 8% 1:17 53%
May 2017 96% 92.1% 67.8% 8% 0:50 66%

Daily average of calls/emails received

Daily average of calls and emails received by the IT Support Desk from September 2015 to July 2016


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University of Nottingham

University Park
Nottingham, NG7 2RD

telephone: +44 (0) 115 951 5151
fax: +44 (0) 115 951 3666
email: enquiries@nottingham.ac.uk