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Deskside Support Service Metrics (updated quarterly)

Service Metrics

  • Tickets Resolved by the Deskside Services Team by Service Product

  •  Deskside Resolved Calls

Total Tickets Resolved: 4,388

NB: Each ticket may contain multiple tasks

  • Deskside Resolved 'Tickets' by Call Type

  • deskside_calltype.jpg

Performance Metrics

  • Monthly average time to resolve 'tickets'


    *On average Users can expect their call to be resolved within 2 working days (i.e. 16 hours). Excludes calls relating to Workarea Service.

  • Monthly resolution against Service Level Target

    Deskside SLA

    *SLT relates to standard priority (P3) calls which are expected to be resolved within 4 working days. Over the current period, resolution average for P3 calls resolved by Deskside team within 4 working days is 94%.

Customer Feedback for Calls Resolved by Deskside Services

The survey response method used is the Net Promoter Score(NPS) which is an industry standard that calculates a score between -100 and +100 based on customer survey responses. Customers respond on a 0-to-10 point rating scale and are categorized as follows: Promoters (score 9-10), Passives (score 7-8) and Detractors (score 0-6).The service NPS score is calculated by taking the percentage of customer survey responses that are Promoters and subtracting the percentage from those that are Detractors.


// A score of +50 is considered excellent

Click images to go to the relevant chart.

Calls by Service Product

Calls by Type

Avg Time to Resolve

Resolution SLT