IT Services Monthly Report – March 2013
ICT Servicedesk was involved in 2100 calls and received 1520 emails during March 2013. The total number of jobs entered in RMS Servicedesk for completion by IT Services during March 2013 was 787. A breakdown of the jobs by category can be seen in chart 1 below.
CHART 1: Total number of Jobs by Category
Table 1: Top Ten Applications for Incidents and Request for Change
Incidents
Application / No of Jobs /Desktop hardware / 53
Oracle database admin / 22
Email Accounts / 21
Email Client Issues / 16
Staff/Student passwords / 14
Service Authentication / 13
To be classified / 13
Public clusters / 12
Printer related / 12
Anti-virus related / 12
Requests for change
Application / No of Jobs /Desktop Hardware / 50
Email Accounts / 46
NDS Accounts / 40
Printer related / 27
Socket (Voice) / 24
Windows 7 upgrade / 23
Socket (Data) / 19
Mobile Device related / 16
Meeting Maker Accounts / 15
To be classified / 12
Total number of jobs completed by IT Services in March 2013 was 757, with a completion rate before or on target of 74%. Please see chart 2 below.
CHART 2: Percentage of jobs cleared within target
Of the 757 jobs completed in March 2013 we received responses to our web based Customer Satisfaction Survey. 100% of respondents gave a rating of satisfied or very satisfied. Please see further detail in chart 3 below.
CHART 3: ICT Customer Satisfaction Survey Results
· Very Dissatisfied: 0
· Dissatisfied: 0
· Satisfied: 6
· Very Satisfied: 53
NorMAN Out of Hours Service
During March, 11 calls were logged with the NorMAN out-of-hours Service. Of these 11 calls, 7 were resolved by NorMAN staff and 4 were referred back to ICT Servicedesk. Of the 4 which were referred back to ICT Servicedesk 4 were reporting the machine room alarm alerts for 02.01 and E60.