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Nowadays the team consists of eight people, but technological demands also expanded. )] TJ ET BT 61.016 564.475 Td /F4 9.0 Tf [(Luckily mine was a brief experience, otherwise murder or a nervous breakdown would've been the order of the day. )] TJ ET BT 61.016 553.486 Td /F4 9.0 Tf [(However in spite of these stressful conditions, the IT Service Desk has to perform miracles every day - just have a look at )] TJ ET BT 61.016 542.497 Td /F4 9.0 Tf [(the past year's stats:)] TJ ET BT 61.016 522.508 Td /F1 9.0 Tf [(Jan 2014)] TJ ET BT 99.041 522.508 Td /F4 9.0 Tf [( )] TJ ET BT 61.016 502.519 Td /F4 9.0 Tf [(9 798 calls received in Jan 2014,  8 780 \(90%\) were dealt with. This is the highest amount of calls in 4 years. )] TJ ET BT 61.016 482.530 Td /F4 9.0 Tf [(Average waiting time: 1 minute, 6 seconds)] TJ ET BT 61.016 462.541 Td /F4 9.0 Tf [(Average length of calls: 2 minutes, 17 seconds)] TJ ET BT 61.016 442.552 Td /F4 9.0 Tf [( )] TJ ET BT 61.016 422.563 Td /F4 9.0 Tf [( )] TJ ET BT 63.518 422.563 Td /F1 9.0 Tf [(Jan 2013)] TJ ET BT 101.543 422.563 Td /F4 9.0 Tf [( )] TJ ET BT 61.016 402.574 Td /F4 9.0 Tf [(8 004 calls received, of which 7 402 \(92%\) calls were dealt with.)] TJ ET BT 61.016 382.585 Td /F4 9.0 Tf [(Average waiting time: 42 seconds)] TJ ET BT 61.016 362.596 Td /F4 9.0 Tf [(Average length of calls: 2 minuts, 12 seconds )] TJ ET BT 61.016 342.607 Td /F4 9.0 Tf [( )] TJ ET BT 61.016 322.618 Td /F4 9.0 Tf [(1 378 more calls were handled as the same time span last year.)] TJ ET BT 61.016 302.629 Td /F4 9.0 Tf [( )] TJ ET BT 61.016 282.640 Td /F4 9.0 Tf [(More information on the IT Service Desk can be found at  )] TJ ET 0.373 0.169 0.255 rg BT 291.623 282.640 Td /F4 9.0 Tf [(https://stbsp01.stb.sun.ac.za/innov/it/it-)] TJ ET 0.373 0.169 0.255 RG 0.18 w 0 J [ ] 0 d 291.623 281.489 m 446.702 281.489 l S BT 61.016 271.651 Td /F4 9.0 Tf [(help/Wiki%20Pages/Service%20Desk.aspx)] TJ ET 0.18 w 0 J [ ] 0 d 61.016 270.500 m 233.573 270.500 l S 0.400 0.400 0.400 rg BT 61.016 253.162 Td /F2 9.0 Tf [(Posted in:General | | With 0 comments)] TJ ET endstream endobj 8 0 obj << /Type /Font /Subtype /Type1 /Name /F1 /BaseFont /Helvetica-Bold /Encoding /WinAnsiEncoding >> endobj 9 0 obj << /Type /Font /Subtype /Type1 /Name /F2 /BaseFont /Helvetica-Oblique /Encoding /WinAnsiEncoding >> endobj 10 0 obj << /Type /Font /Subtype /Type1 /Name /F3 /BaseFont /Helvetica-BoldOblique /Encoding /WinAnsiEncoding >> endobj 11 0 obj << /Type /Font /Subtype /Type1 /Name /F4 /BaseFont /Helvetica /Encoding /WinAnsiEncoding >> endobj 12 0 obj << /Type /Annot /Subtype /Link /A 13 0 R /Border [0 0 0] /H /I /Rect [ 291.6227 281.8072 446.7017 290.9647 ] >> endobj 13 0 obj << /Type /Action /S /URI /URI (https://stbsp01.stb.sun.ac.za/innov/it/it-help/Wiki Pages/Service Desk.aspx) >> endobj 14 0 obj << /Type /Annot /Subtype /Link /A 15 0 R /Border [0 0 0] /H /I /Rect [ 61.0157 270.8182 233.5727 279.9757 ] >> endobj 15 0 obj << /Type /Action /S /URI /URI (https://stbsp01.stb.sun.ac.za/innov/it/it-help/Wiki Pages/Service Desk.aspx) >> endobj xref 0 16 0000000000 65535 f 0000000008 00000 n 0000000073 00000 n 0000000119 00000 n 0000000305 00000 n 0000000334 00000 n 0000000472 00000 n 0000000561 00000 n 0000003996 00000 n 0000004108 00000 n 0000004223 00000 n 0000004343 00000 n 0000004451 00000 n 0000004579 00000 n 0000004706 00000 n 0000004833 00000 n trailer << /Size 16 /Root 1 0 R /Info 5 0 R >> startxref 4960 %%EOF Record amount of calls for IT Service Desk « Informasietegnologie
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Record amount of calls for IT Service Desk

Few jobs are as ungrateful as working at any kind of service desk – throw technology into the mix and it’s even worse! Just remember how you feel by the time you call the IT Service Desk with your problem. Even before you pick up the phone your frustration levels are peaking. 

In the late 90’s I also had a stint at the IT Service Desk – back then only four people weeded out the whole campus’ tech problems. Nowadays the team consists of eight people, but technological demands also expanded. 

Luckily mine was a brief experience, otherwise murder or a nervous breakdown would’ve been the order of the day. However in spite of these stressful conditions, the IT Service Desk has to perform miracles every day – just have a look at the past year’s stats:

Jan 2014 

9 798 calls received in Jan 2014,  8 780 (90%) were dealt with. This is the highest amount of calls in 4 years. 

Average waiting time: 1 minute, 6 seconds

Average length of calls: 2 minutes, 17 seconds

 

 Jan 2013 

8 004 calls received, of which 7 402 (92%) calls were dealt with.

Average waiting time: 42 seconds

Average length of calls: 2 minuts, 12 seconds 

 

1 378 more calls were handled as the same time span last year.

 

More information on the IT Service Desk can be found at  https://stbsp01.stb.sun.ac.za/innov/it/it-help/Wiki%20Pages/Service%20Desk.aspx

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