Tuesday, 2 March 2021

Support desk performance in February 2021

Our support desk performance improved for urgent issues in February, back to a more normal 92% of calls being solved within 2 hours.  This is a significant improvement compared to January's performance.


We're continuing to monitor our performance when dealing with lower priority problems as 84% overall is not as good as we'd like.  Working from home is the key factor here - the support desk staff simply can't do their jobs as well when they are not sitting in the same location.  

Hopefully, we'll all be back to normal soon!

Month

In time (%)

In time (H) (%)

In time (total)

In time (H) (total)

Total solved

2021-02

85.92

92.31

470

96

547

2021-01

84.46

85.15

424

86

502

2020-12

83.47

95.24

313

100

375

2020-11

87.34

96.38

421

133

482

2020-10

83.23

86.51

392

109

471

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