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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%
Nov 2017 97.5% 95.1% 64.0% 5% 0:50 73%
Dec 2017 95.7% 93.3% 67.2% 9% 0:56 65%
Jan 2018 97.0% 95.5% 68.0% 10% 1:04 65%
Feb 2018 97.0% 92.0% 65.3% 6% 0:50 71%
Mar 2018 97.1% 94.1% 65.0% 4% 0:40 79%
Apr 2018 99.6% 95.7% 70.1% 9% 0:46 75%
May 2018 97.5% 95.7% 61.6% 7% 0:39 77%
Jun 2018 96.8% 95.4% 64.4% 9% 0:46 75%
Jul 2018 97.1% 95.1% 69.1% 10% 0:56 70%

Telephone calls offered (daily average)

SDtable-500-Telephone

Email messages received (daily average)

SDtable-500-Email

Support calls logged (monthly total)

SDtable-500-Support


Help us to improve

Please help us to continually improve our service by giving us your feedback.

Information Services feedback process (PDF)


Related services

 

University of Nottingham

University Park
Nottingham, NG7 2RD

telephone: +44 (0) 115 951 5151
fax: +44 (0) 115 951 3666
email: Contact us