Archive for the ‘IT Service Desk’ Category.

IT Service desk statistics and top-ten issues, September 2015

In September the IT Service Desk handled over 6,100 queries via phone, email, walk in and web. The full statistical details are available on our website at http://www.tcd.ie/itservices/improvements-projects/it-service-desk-statistics.php.

The top-ten issues reported by students and staff to the IT Service Desk in September can also be seen at http://www.tcd.ie/itservices/improvements-projects/top-ten-issues.php.

IT Services

IT Service Desk statistics & top-20 issues for 2014-15

From the beginning of September 2014 to the end of August 2015 the IT Service Desk handled over 41,000 queries from Trinity staff and students.  This represents a reduction of 6% in total queries from the previous academic year.  A full breakdown of the figures can be seen on our IT Service Desk Statistics page.

We have also published a top-20 issues list for staff and students for the 2014-15 academic year.

Top-ten Helpdesk issues and statistics – May 2015

In May the IS Services Helpdesk handled over 2400 queries via phone, email, walk in and web. The full statistical details are available on our website at http://isservices.tcd.ie/improvements-projects/helpdesk-statistics.php.

The top-ten issues reported by students and staff to the Helpdesk in May can be seen at http://isservices.tcd.ie/improvements-projects/top-ten-issues.php.

IS Services

Top-ten Helpdesk issues and stats for March & April

In March and April the IS Services Helpdesk handled nearly 6000 queries via phone, email, walk in and web.  The full statistical details are available on our website at http://isservices.tcd.ie/improvements-projects/helpdesk-statistics.php.

The top-ten issues reported by students and staff to the Helpdesk in March and April can be seen at http://isservices.tcd.ie/improvements-projects/top-ten-issues.php.

IS Services

Top-ten Helpdesk issues & stats – February 2015

In February 2015, the IS Services Helpdesk received 3,220 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/improvements-projects/helpdesk-statistics.php.

The top-ten issues reported by students and staff to the Helpdesk in February can be seen at http://isservices.tcd.ie/improvements-projects/top-ten-issues.php.

IS Services

Top ten Helpdesk issues & stats

In January 2015, the IS Services Helpdesk received 3,995 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/improvements-projects/helpdesk-statistics.php.

The top-ten issues reported by students and staff to the Helpdesk in January can be seen at http://isservices.tcd.ie/improvements-projects/top-ten-issues.php.

IS Services

Top-ten Helpdesk issues & stats – December 2014

In December 2014, the IS Services Helpdesk received 2,499 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/improvements-projects/helpdesk-statistics.php.

The top-ten issues reported by students and staff to the Helpdesk in December can be seen at http://isservices.tcd.ie/improvements-projects/top-ten-issues.php.

IS Services

Top-ten Helpdesk issues & stats – November 2014

In November 2014, the IS Services Helpdesk received 3,681 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/improvements-projects/helpdesk-statistics.php.

The top-ten issues reported by students and staff to the Helpdesk in November can be seen at http://isservices.tcd.ie/improvements-projects/top-ten-issues.php.

IS Services

Improving the student experience: New Student Orientation

Significant changes were made to the way we provide information to new students during orientation week.  We moved away from classroom-based induction sessions and, in consultation with several of the Schools, we added a short IT presentation to individual School and Departmental orientations.  This allowed us access to greater numbers of new students in order to provide them with the information that they need to get started with IT in College.

Here are a few statistics:

  • We met with 7572 new students in our Induction Events
  • 17,000 New Student & TCDconnect user guides were printed with 12,300 distributed during Orientation week
  • 881 additional hours or 118 extra person days of Support (Training\TCDConnect Clinics\Information Desk) were provided in addition to normal service levels
  • Number of students registered and connected to TCDconnect by end of October 2014 was 12,735 and they had connected 21,459 devices. An additional 17% (1855) students and 36% (5993) devices connected in 2014 against the same time period in 2013.
  • Number of students who needed help and attended TCDconnect clinics was 861 (a fall of 20% on the number who attended in the same time period in 2013)

Top-ten Helpdesk Issues and stats – October 2014

In October 2014, the IS Services Helpdesk received 4,177 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/improvements-projects/helpdesk-statistics.php.

The top-ten issues reported by students and staff to the Helpdesk in October can be seen at http://isservices.tcd.ie/improvements-projects/top-ten-issues.php.

IS Services