IT Service Desk Statistics

IT Service Desk Statistics for 2024/2025

Summary for the Academic Year 2024-2025 to date

Review	Total
Emails (itservicedesk@tcd.ie)	9113
Phone Calls (896 2000)	5516
Walk-In (Aras an Phiarsaigh)	2707
Web Submissions (http://assist.tcd.ie)	274
	17610

Monthly Statistics

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1175	799	302	37	2313
New and Logged in Service Desk System	1175	181	47	37	1440
Resolved/Closed	822	161	38	22	1043
Avg Closure Within 1 Week (%)					72.43

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	799
Average Queue Time	3:39
Average Maximum Queue Time	14:16:30
% Calls Answered Within Service Target*	82.39%
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	1949	1497	740	59	4245
New and Logged in Service Desk System	1949	378	169	59	2555
Resolved/Closed	877	291	150	27	1345
Avg Closure Within 1 Week (%)					52.64

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1497
Average Queue Time	05:02
Average Maximum Queue Time	23:25
% Calls Answered Within Service Target*	70.39
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	2048	1290	726	50	4114
New and Logged in Service Desk System	2048	365	193	50	2656
Resolved/Closed	746	295	172	25	1238
Avg Closure Within 1 Week (%)					46.61

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	1290
Average Queue Time	04:30
Average Maximum Queue Time	19:75
% Calls Answered Within Service Target*	75.47
*Service Target = 75% of all incoming calls answered within 5 minutes

Call Source	Email	Phone	Walk-In	Web	Total
Total Callers	3244	1711	741	99	5795
New and Logged in Service Desk System	3244	529	188	99	4060
Resolved/Closed	1434	428	145	51	2058
Avg Closure Within 1 Week (%)					50.69

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	2052
Average Queue Time	04:02
Average Maximum Queue Time	16:09
% Calls Answered Within Service Target*	77.32
*Service Target = 75% of all incoming calls answered within 5 minutes

Weekly Statistics

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	517	327	93	16	953
New and Logged in Service Desk System	517	96	9	16	638
Assigned (Work not Started)	70	8	0	0	78	12.23
Work In Progress	105	1	0	1	107	16.77
Pending (Waiting on More Info)	126	14	0	5	145	22.73
Resolved/Closed	216	73	9	10	308	48.28
New and Logged by %	81.03	15.05	1.41	2.51

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	327
Average Queue Time	3:58:00
Maximum Queue Time	17:48:00
% Calls Answered Within Service Target	75.99%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	180	113		13	306
New and Logged in Service Desk System	180	35	2	13	230
Assigned (Work not Started)	26	0	0	3	29	12.61
Work In Progress	0	1	0	0	1	0.43
Pending (Waiting on More Info)	52	7	0	5	64	27.83
Resolved/Closed	102	27	2	5	136	59.13
New and Logged by %	78.26	15.22	0.87	5.65

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	113
Average Queue Time	03:30:00
Maximum Queue Time	12:32:00
% Calls Answered Within Service Target	83.33%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	76	30	8	4	118
New and Logged in Service Desk System	76	8	2	4	90
Assigned (Work not Started)	7	0	0	0	7	7.78
Work In Progress	0	0	0	0	0	0.00
Pending (Waiting on More Info)	27	0	1	2	30	33.33
Resolved/Closed	42	8	1	2	53	58.89
New and Logged by %	84.44	8.89	2.22	4.44

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	30
Average Queue Time	3:10
Maximum Queue Time	4:39:00
% Calls Answered Within Service Target	96.77%

Call Source	Email	Phone	Walk-In	Web	Total
Total	338	179	64	11	592
Logged	338	41	11	11	401
Assigned	56	3	0	0	59	14.71
WIP	2	0	0	2	4	1.00
Pending	26	0	0	2	28	6.98
Resolved/Closed	254	38	11	7	310	77.31
New & Logged By %	84.29	10.22	2.74	2.74

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	179
Average Queue Time	2:27
Maximum Queue Time	6:11:00
% Calls Answered Within Service Target	88.50%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	420	258	88	11	777
New and Logged in Service Desk System	420	67	20	11	518
Assigned (Work not Started)	29	0	0	0	29	5.60
Work In Progress	0	6	0	0	6	1.16
Pending (Waiting on More Info)	32	3	1	2	38	7.34
Resolved/Closed	359	58	19	9	445	85.91
New and Logged by %	81.08	12.93	3.86	2.12

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	258
Average Queue Time	4:37
Maximum Queue Time	25:59:00
% Calls Answered Within Service Target	75.84%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	341	332	142	11	826
New and Logged in Service Desk System	341	65	14	11	431
Assigned (Work not Started)	63	1	3	2	69	16.01
Work In Progress	1	0	2	2	5	1.16
Pending (Waiting on More Info)	110	7	2	3	122	28.31
Resolved/Closed	167	57	7	4	235	54.52
New and Logged by %	79.12	15.08	3.25	2.55

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	332
Average Queue Time	4:22:00
Maximum Queue Time	20:17:00
% Calls Answered Within Service Target	68.46%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	365	332	142	11	850
New and Logged in Service Desk System	365	73	36	11	485
Assigned (Work not Started)	61	4	1	1	67	13.81
Work In Progress	1	0	0	2	3	0.62
Pending (Waiting on More Info)	130	10	5	3	148	30.52
Resolved/Closed	173	59	30	6	268	55.26
New and Logged by %	75.26	15.05	7.42	2.27

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	332
Average Queue Time	4:22:00
Maximum Queue Time	20:07:00
% Calls Answered Within Service Target	68.47%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	396	283	144	8	831
New and Logged in Service Desk System	396	69	34	8	507
Assigned (Work not Started)	6	2	0	0	8	1.58
Work In Progress	54	3	1	0	58	11.44
Pending (Waiting on More Info)	160	13	6	4	183	36.09
Resolved/Closed	176	51	27	4	258	50.89
New and Logged by %	78.11	13.61	6.71	1.58

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	283
Average Queue Time	5:56
Maximum Queue Time	23:25:00
% Calls Answered Within Service Target	68.96%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	399	336	137	21	893
New and Logged in Service Desk System	399	94	16	21	530
Assigned (Work not Started)	51	6	1	1	59	11.13
Work In Progress	62	3	0	3	68	12.83
Pending (Waiting on More Info)	127	22	1	9	159	30.00
Resolved/Closed	159	63	14	8	244	46.04
New and Logged by %	75.28	17.74	3.02	3.96

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	336
Average Queue Time	5:20
Maximum Queue Time	22:29:00
% Calls Answered Within Service Target	67.42%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	442	297	178	13	930
New and Logged in Service Desk System	442	66	40	13	561
Assigned (Work not Started)	70	0	2	4	76	13.55
Work In Progress	48	4	0	0	52	9.27
Pending (Waiting on More Info)	153	13	0	4	170	30.30
Resolved/Closed	171	49	38	5	263	46.88
New and Logged by %	78.79	11.76	7.13	2.32

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	297
Average Queue Time	5:15
Maximum Queue Time	00:23:16
% Calls Answered Within Service Target	76.49%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	347	249	139	6	741
New and Logged in Service Desk System	347	76	43	6	472
Assigned (Work not Started)	53	1	1	1	56	11.86
Work In Progress	1	0	1	0	2	0.42
Pending (Waiting on More Info)	95	6	0	1	102	21.61
Resolved/Closed	198	69	41	4	312	66.10
New and Logged by %	73.52	16.10	9.11	1.27

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	249
Average Queue Time	3:51
Maximum Queue Time	19:41
% Calls Answered Within Service Target	78.67%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	523	280	100	9	912
New and Logged in Service Desk System	523	72	56	9	660
Assigned (Work not Started)	114	0	1	4	119	18.03
Work In Progress	18	6	6	0	30	4.55
Pending (Waiting on More Info)	127	3	0	2	132	20.00
Resolved/Closed	264	63	49	3	379	57.42
New and Logged by %	79.24	10.91	8.48	1.36

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	280
Average Queue Time	3:38
Maximum Queue Time	16:03:00
% Calls Answered Within Service Target	82.80%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	496	319	176	14	1005
New and Logged in Service Desk System	496	95	69	14	674
Assigned (Work not Started)	69	0	0	1	70	10.39
Work In Progress	61	1	0	1	63	9.35
Pending (Waiting on More Info)	205	15	0	6	226	33.53
Resolved/Closed	161	79	69	6	315	46.74
New and Logged by %	73.59	14.09	10.24	2.08

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	319
Average Queue Time	5:59
Maximum Queue Time	0:32:20
% Calls Answered Within Service Target	64:04%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	509	347	225	8	1089
New and Logged in Service Desk System	509	85	49	8	651
Assigned (Work not Started)	81	0	0	3	84	12.90
Work In Progress	94	3	0	3	100	15.36
Pending (Waiting on More Info)	202	10	1	2	215	33.03
Resolved/Closed	132	72	48	10	262	40.25
New and Logged by %	78.19	13.06	7.53	1.23

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	347
Average Queue Time	3:21
Maximum Queue Time	12:40:00
% Calls Answered Within Service Target	78.97%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	520	344	225	19	1108
New and Logged in Service Desk System	520	113	51	19	703	63.45
Assigned (Work not Started)	42	1	0	1	44	6.26
Work In Progress	136	7	2	3	148	21.05
Pending (Waiting on More Info)	153	24	4	9	190	27.03
Resolved/Closed	189	81	45	6	321	45.66
New and Logged by %	73.97	16.07	7.25	2.70

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	344
Average Queue Time	4:06
Maximum Queue Time	19:42:00
% Calls Answered Within Service Target	78.29%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	702	348	226	20	1296
New and Logged in Service Desk System	702	116	51	20	889
Assigned (Work not Started)	148	12	4	5	169	19.01
Work In Progress	6	0	0	0	6	0.67
Pending (Waiting on More Info)	235	10	2	4	251	28.23
Resolved/Closed	313	94	45	11	463	52.08
New and Logged by %	78.97	13.05	5.74	2.25	100

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	348
Average Queue Time	4:03
Maximum Queue Time	19:36:00
% Calls Answered Within Service Target	80:41%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	786	400	226	28	1440
New and Logged in Service Desk System	786	132	61	28	1007
Assigned (Work not Started)	124	8	1	2	135	13.41
Work In Progress	64	3	2	4	73	7.25
Pending (Waiting on More Info)	271	18	9	14	312	30.98
Resolved/Closed	327	103	49	8	487	48.36
New and Logged by %	78.05	13.11	6.06	2.78

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	400
Average Queue Time	4:14
Maximum Queue Time	18:02:00
% Calls Answered Within Service Target	75.16%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	905	489		21	1415
New and Logged in Service Desk System	905	145	46	21	1117
Assigned (Work not Started)	165	7	6	3	181	16.20
Work In Progress	5	0	8	5	18	1.61
Pending (Waiting on More Info)	289	19	0	0	308	27.57
Resolved/Closed	446	119	32	13	610	54.61
New and Logged by %	81.02	12.98	4.12	1.88

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	489
Average Queue Time	2:56
Maximum Queue Time	15:37:00
% Calls Answered Within Service Target	86.57%

Call Source	Email	Phone	Walk-In	Web	Total	Status%
Total Callers	851	474	289	30	1644
New and Logged in Service Desk System	851	136	63	30	1080	65.69
Assigned (Work not Started)	67	4	4	4	79	7.31
Work In Progress	132	1	1	0	134	12.41
Pending (Waiting on More Info)	304	19	7	7	337	31.20
Resolved/Closed	348	112	51	19	530	49.07
New and Logged by %	78.80	12.59	5.83	2.78

Telephone Calls to the IT Service Desk

Review	Total
Total Number of Calls	474
Average Queue Time	00:4:44
Maximum Queue Time	22:41:00
% Calls Answered Within Service Target	66.20%

Statistics Archive

Click on the links below to view statistics for previous academic years:

Academic year 2023-2024

Academic year 2022-2023