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IT Service Desk performance

How we are performing

IT Service Desk performance
 Feedback - Satisfactory & above


Target: 97%
Feedback - Good & Very good


Target: 94%
Resolved by IT Service Desk


Target: 65%
Calls abandoned



Target: 8%
Avg queue time (MM:SS)

Target: 1:45
Average calls answered within 25 seconds

Target: 55%
Aug 2017 98.8% 96.8% 67.6% 8% 1:55 54%
Sep 2017 97.9% 95.9% 81.0% 7% 1:12 66%
Oct 2017 95.9% 92.4% 72.1% 8% 1:30 60%

Telephone calls offered (daily average)

Daily average calls received by the IT Support Desk from August 2017 to July 2018

Email messages received (daily average)

Daily average emails received by the IT Support Desk from August 2017 to July 2018

Support calls logged (monthly total)

Monthly support calls logged by the IT Support Desk from August 2017 to July 2018


Help us to improve

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Information Services feedback process (PDF)


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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