Team, I thought you would appreciate seeing some of our stats for the past academic year:

• Total Tickets Created with Service Desk: 50,198 
• Total Calls Handled by Service Desk: 37,001 
• Tickets Resolved within 1 Day: 61% 
• Average Speed to Answer: 14 seconds 
• Percent Answered Calls: 96.83% 
• Positive Customer Satisfaction Rating: 96.3% 

Those are perfectly fine stats for a normal year, but this hasn’t been a normal year, as the following graphs show:

In addition to the pandemic, the Service Desk helped support the following over the past academic year: 

• May 28, 2019 – Zoom enabled. 
• June 18, 2019 – Instructure implemented a new phone menu for Canvas support, intended to route more requests to the Service Desk. 
• July 12, 2019 – College of Engineering required Duo for SSH access to their servers. 
• July, 2019 – Security incident. 
• July 25, 2019 – Security key and Apple Touch ID methods enabled for Duo. 
• July 31, 2019 – Webex sunset. 
• Fall 2019 – Duo mandatory enrollment for students. 
• September 10, 2019 – the MCS phone number was routed to the Service Desk. 
• September 18, 2019 – implemented new form attributes to better track service offering on tickets. 
• 10/4/2019 – macOS Catalina release. 
• October 2019 – June 2020 – Exchange Online migrations. 
• October 2019 – MS Teams roll-out. 
• January 2020 – Windows 7 end-of-life. 
• February 11, 2020 – HMSC brought on CN support. 
• March 4, 2020 – New VPN client software. 
• March 12, 2020 – work-from-home for COVID-19 begins. 
• March 14, 2020 – Service Desk walk-up service closed, on-site appointments become limited. 
• March 17, 2020 – Soft phone service launched. 
• March 18, 2020 – Remote Desktop Gateway service launched. 
• March 20, 2020 – New VPN server deployed for soft phone users only. Old VPN changed to split-tunnel. 
• March 23, 2020 – Most Service Desk technicians begin working from remote. 
• March 30, 2020 – Launched COVID-19 loaner service. 
• April 2, 2020 – Service Desk moves from Slack to Teams. 
• April 8, 2020 – Keep Teaching Assistants service launched. 
• June 15, 2020 – New VPN server announced to campus. 
• July 2020 – Office 365 licensing issues impacting some users. 

Thank you for everything you all do to help keep the university running, particularly during these challenging times. Truly it takes a team to pull off this Herculean feat. Well done, everyone!