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Nowadays the team consists of eight people, but technological demands also expanded. )] TJ ET BT 61.016 491.088 Td /F3 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 61.016 480.099 Td /F3 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 61.016 469.110 Td /F3 9.0 Tf [(the past year's stats:)] TJ ET BT 61.016 449.121 Td /F4 9.0 Tf [(Jan 2014)] TJ ET BT 99.041 449.121 Td /F3 9.0 Tf [( )] TJ ET BT 61.016 429.132 Td /F3 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 61.016 409.143 Td /F3 9.0 Tf [(Average waiting time: 1 minute, 6 seconds)] TJ ET BT 61.016 389.154 Td /F3 9.0 Tf [(Average length of calls: 2 minutes, 17 seconds)] TJ ET BT 61.016 369.165 Td /F3 9.0 Tf [( )] TJ ET BT 61.016 349.176 Td /F3 9.0 Tf [( )] TJ ET BT 63.518 349.176 Td /F4 9.0 Tf [(Jan 2013)] TJ ET BT 101.543 349.176 Td /F3 9.0 Tf [( )] TJ ET BT 61.016 329.187 Td /F3 9.0 Tf [(8 004 calls received, of which 7 402 \(92%\) calls were dealt with.)] TJ ET BT 61.016 309.198 Td /F3 9.0 Tf [(Average waiting time: 42 seconds)] TJ ET BT 61.016 289.209 Td /F3 9.0 Tf [(Average length of calls: 2 minuts, 12 seconds )] TJ ET BT 61.016 269.220 Td /F3 9.0 Tf [( )] TJ ET BT 61.016 249.231 Td /F3 9.0 Tf [(1 378 more calls were handled as the same time span last year.)] TJ ET BT 61.016 229.242 Td /F3 9.0 Tf [( )] TJ ET BT 61.016 209.253 Td /F3 9.0 Tf [(More information on the IT Service Desk can be found at  )] TJ ET 0.373 0.169 0.255 rg BT 291.623 209.253 Td /F3 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 291.623 208.102 m 446.702 208.102 l S BT 61.016 198.264 Td /F3 9.0 Tf [(help/Wiki%20Pages/Service%20Desk.aspx)] TJ ET 0.18 w 0 J [ ] 0 d 61.016 197.113 m 233.573 197.113 l S 0.400 0.400 0.400 rg BT 61.016 179.775 Td /F3 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 /Encoding /WinAnsiEncoding >> endobj 10 0 obj << /Type /Font /Subtype /Type1 /Name /F3 /BaseFont /Helvetica-Oblique /Encoding /WinAnsiEncoding >> endobj 11 0 obj << /Type /Font /Subtype /Type1 /Name /F4 /BaseFont /Helvetica-BoldOblique /Encoding /WinAnsiEncoding >> endobj 12 0 obj << /Type /Annot /Subtype /Link /A 13 0 R /Border [0 0 0] /H /I /Rect [ 291.6227 208.4206 446.7017 217.5781 ] >> 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 197.4316 233.5727 206.5891 ] >> 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 0000000469 00000 n 0000000558 00000 n 0000003957 00000 n 0000004069 00000 n 0000004176 00000 n 0000004292 00000 n 0000004412 00000 n 0000004540 00000 n 0000004667 00000 n 0000004794 00000 n trailer << /Size 16 /Root 1 0 R /Info 5 0 R >> startxref 4921 %%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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