Help Desk Statistics

OIT Help Desk Trivia:

• The OIT Help Desk solves 79% of problems without having to send it to another group.
• Of the events resolved by the Help Desk, 68% are resolved within 1 hour.
• Of callers that hung up before reaching a consultant, they waited an average of 41 seconds.
• The Help Desk employs 7 full time staff to assist customers. During the academic year we also have the equivalent of 3 additional staff from our 11 student employees.

Other Statistics for FY 08/09:

The OIT Help Desk collects statistics about phone, email, and web contacts in an effort to improve our performance. By reviewing these statistics, we can see areas on which we need to focus to improve support for the members of the Notre Dame community in their use of information technology.

During FY 08/09 the Help Desk staff responded to 44,559 telephone calls, while an additional 9,188 called during business hours, but hung up prior to reaching a consultant. As reflected in the table below, 88% of callers wait less than a minute to reach a consultant. During the same period approximately 2,013 callers attempted to reach us when we were closed. Our normal business hours can be found here.

Help Desk Calls by Hour

We monitor call volume to the Help Desk to establish staff schedules.  The Help Desk currently employs 7 full time staff whose primary responsibility is to assist with IT questions and problems.  In addition, we currently employ 11 student staff that work an average of 120 hours each week during the normal academic year.

Currently full time staff are scheduled to work during the normal business day (8-5), when 75% of all callers successfully reach us.  The chart below shows that 21% of callers are trying to reach us when we’re open, but hang up (abandon the call) before we answer, while only 4% of all calls are during periods when we are closed.

When Do Customers Call

Our heaviest workloads occur in August and September when both students and faculty return to campus and have IT questions or problems. The chart below shows the contacts by month for the past 5 years. Customers reach us in a variety of ways: telephone, email, walk-in visitors and web submissions. Currently telephone calls are the most common method.

In January 2007 the Help Desk began providing extended hours when classes are in session utilizing our student staff to make this change.  Although we now provide several days of evening hours and some Sunday hours during the normal academic year, the chart below indicates that call volumes are low during those periods.  To ensure that the ND community is aware of our extended hours, we’ve done some advertising of the expanded service and will be monitoring if that affects when people call us.

Top 10

The chart below shows the top 10 products or services that customers had questions, requests or problems with.

Affiliation

This chart shows what the primary affiliation is for those we assisted. Not surprisingly, staff who likely perform most of their work using a computer contacted us for help the most often.