IT Support
Mission
Our mission is to provide quality, professional and customer focussed IT Support that enables University work, research and study.
Average time (hours) to receive our first reply to your emailed enquiries.
Data showing that during March 2024, IT Support replied to new email enquiry in an average of 1.2 hours. The target response time is within 4 hours, which was achieved.
Average time (hours) to fix enquiries
Data showing that during March 2024, enquiry fix time averaged 27.7 hours. The target fix time is within 24 hours, which was not achieved.
Percentage of enquiries resolved immediately
Data showing that during March 2024, IT support fixed 84% of enquiries immediately. The target fix rate is 65%, which was achieved.
Percentage of enquiries resolved without referring to another team
Data showing that during March 2024, IT Support fixed 86.5% of enquiries without needed to involve another party. The target fix rate is 82%, which was achieved.
Percentage where you told us the fix did not work
Data showing that during March 2024, you told us that 1.4% of the fixes we provided did not work. The target rate is less than 5%, which was achieved.
Percentage of enquiries where we used pre-existing documentation to help
Data showing that during March 2024, we used pre-existing documents to help fix 22.5% of enquiries. The target rate is more than 10%, which was achieved.
A weighted score, calculated from multiple feedback sources, is compared to a minimum baseline score of 100%. The baseline was exceeded every month over the previous academic year, indicating consistently high levels of customer satisfaction.