Archive for the ‘IT Service Desk’ Category.

Top-ten Helpdesk issues and stats – September 2014

In September 2014, the IS Services Helpdesk received 6,155 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 September can be seen at http://isservices.tcd.ie/improvements-projects/top-ten-issues.php.

IS Services

Upgrade to Helpdesk call service

IS Services will be carrying out upgrade work on the central Helpdesk phone service on Wednesday, 4th June, between 9am – 1pm.

Staff and students will still be able phone x2000 for IT assistance, but this work might cause a disruption to the phone service queue process. We apologize for any incovenience this may cause.

 

Top-ten IT Helpdesk issues and stats April 2014

In April 2014, the IS Services Helpdesk received 3,266 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/help/helpdesk_statistics.php#month

The top-ten issues reported by students and staff to the Helpdesk in April can be seen via the link below: http://isservices.tcd.ie/help/helpdesk-top-ten.php

IS Services

Top-ten IT Helpdesk issues and stats March 2014

In March 2014, the IS Services Helpdesk received 3,377 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/help/helpdesk_statistics.php#month

The top-ten issues reported by students and staff to the Helpdesk in March can be seen via the link below: http://isservices.tcd.ie/help/helpdesk-top-ten.php

IS Services

Top-ten IT Helpdesk issues and stats February 2014

In February the IS Services Helpdesk received 3,636 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/help/helpdesk_statistics.php#month

The top-ten issues reported by students and staff to the Helpdesk in February can be seen via the link below: http://isservices.tcd.ie/help/helpdesk-top-ten.php

IS Services

Update: Password recovery service for students

In response to a large number of student password reset queries at the Helpdesk, we launched a new service in April 2013 in which students would be able to reset their own password easily and remotely.

At the start of the 2012/2013 Academic Year, approximately 430 students contacted the Helpdesk for password help.  With the implementation of this password reset service, the Helpdesk saw a 43% reduction of password queries at the start of the 2013/2014 Academic Year.

In January 2014, there were just 91 password-related queries.  That is a reduction of 46% from January 2013.

If you’re interested in using the service, the only thing you’ll need to do right now is sign-up with your mobile phone number and, optionally, an alternative email address. The options to sign-up for the service, and to use it if you forget your password, can be found at mypassword.tcd.ie.

Top-ten IT Helpdesk issues and stats December 2013

In December, the IS Services Helpdesk received approximately 2,404 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/help/helpdesk_statistics.php#month

The top-ten issues reported by students and staff to the Helpdesk in December can be seen via the link below: http://isservices.tcd.ie/help/helpdesk-top-ten.php

IS Services

Top-ten IT Helpdesk issues and stats November 2013

In November, the IS Services Helpdesk received approximately 3,900 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/help/helpdesk_statistics.php#month

The top-ten issues reported by students and staff to the Helpdesk in October can be seen via the link below: http://isservices.tcd.ie/help/helpdesk-top-ten.php

IS Services

Top-ten IT Helpdesk issues and stats October 2013

In October, the IS Services Helpdesk received approximately 4,500 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/help/helpdesk_statistics.php#month

The top-ten issues reported by students and staff to the Helpdesk in October can be seen via the link below: http://isservices.tcd.ie/help/helpdesk-top-ten.php

IS Services

September Helpdesk statistics and top-ten issues

In September, the IS Services Helpdesk received approximately 6,400 queries via phone, email, walk in and web. You can see more details at http://isservices.tcd.ie/help/helpdesk_statistics.php#month

The top-ten issues reported by students and staff to the Helpdesk in September can be seen via the link below: http://isservices.tcd.ie/help/helpdesk-top-ten.php

IS Services