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 May 2024, IT Support replied to new email enquiry in an average of 0.3 hours. The target response time is within 4 hours, which was achieved.

Graph detailing Average time to receive our first reply to your emailed enquiry

Average time (hours) to fix enquiries

Data showing that during May 2024, enquiry fix time averaged 28.2 hours.  The target fix time is within 24 hours, which was not achieved.

Graph detailing Average time to fix enquiries

Percentage of enquiries resolved immediately

Data showing that during May 2024, IT support fixed 85% of enquiries immediately. The target fix rate is 65%, which was achieved.

Graph detailing percentage of enquiries resolved immediately

Percentage of enquiries resolved without referring to another team

Data showing that during May 2024, IT Support fixed 85.88% of enquiries without needed to involve another party. The target fix rate is 82%, which was achieved.

Graph detailing percentage of enquiries resolved without referring to another team

Percentage where you told us the fix did not work

Data showing that during May 2024, you told us that 1.88% of the fixes we provided did not work. The target rate is less than 5%, which was achieved.

Graph detailing percentage of enquiries where you told us the fix did not work

Percentage of enquiries where we used pre-existing documentation to help

Data showing that during May 2024, we used pre-existing documents to help fix 29.4% of enquiries.  The target rate is more than 10%, which was achieved.

Graph detailing percentage of enquiries where we used pre-existing documentation to help
A chart showing IT satisfaction from October 2022 to September 2023 with levels varying around 115% of baseline. 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.