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Information Technology Services

ITS By the Numbers: May We Help You?

06/16/10

May is a particularly busy month around the Boston College campus, and as students, faculty, and staff work to complete projects, write papers, and meet deadlines, ITS activity increases, as well.

The BC Help Center, Walk-In Help Desk, and CTRC serviced thousands of members of the BC community throughout the year, and especially in the month of May.

Help Center

During May, a total of 1,272 technical support requests, or tickets, were opened by the Help Center. BC faculty, staff, students, applicants, and alumni can open tickets with the Help Center by phone, email, or online.

The Top 5 ticket categories were:

  • Exchange Email client questions
  • Basic Service Questions
  • Password Reset requests
  • Agora Portal Issues
  • Windows OS questions

Of these tickets, 924 (73%) were resolved by the Help Center without requesting additional resources.

Wednesday was the busiest day of the week, and 11:00 was the busiest hour, on average, of any given day.

Who Contacts the Help Center?

Just about anyone! In May, requests were received from:

  • Faculty (365 tickets)
  • Staff (524)
  • Alumni (12)
  • Students (295)
  • Applicants (48)

Walk-In Help Desk

From February through May 2010, the Walk-in Help desk upgraded 642 student computers to the Windows 7 operating system, as well as several other Windows 7 upgrades for staff and ITS computers. Over 200 of these were completed in the first three weeks of May alone.

The Walk-in Help desk closed a total of 655 tickets during May.

CTRC

The Campus Technology Resource Center has over 100 computers (Macs and PCs) available to the BC community. During May, the CTRC welcomed 3,926 distinct users who logged on a total of 11,264 times.

Additionally, since June 2009, over 3.2 million pages were printed at the CTRC!

Printing, email, operating systems, applying to BC, anti-virus  – you name it, and someone in the BC community needed help with it throughout the year, leading to May, the end of the academic year, where ITS resources come together to help the BC community complete its work.