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Deskside Support Aug 2012-Jul 2013

Service Metrics: August 2012 to Current Date (updated monthly)

1. Tickets Resolved by the Deskside Services Team by Service Product

Deskside Team Resolved Calls


Total Tickets Resolved: 7,769

2. Deskside Resolved 'Tickets' by Call Type

Deskside Resolved Calls by Call Type


3. Performance Metrics

  • Monthly average time to resolve 'tickets'

    Deskside Monthly Average Resolution Time 


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

  • Monthly resolution against Service Level Target

    Deskside resolution against SLT

    *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 93%.

4. Customer Feedback for Calls Resolved by Deskside Services

Customer Feedback for Deskside Team

Click images to go to the relevant chart.

Calls by Service Product

Calls by Type

Avg Time to Resolve

Resolution SLT


Customer Feedback