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!