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Information Technology Services

ITS Help By the Numbers: 2010 - 2011

05/19/11

The ITS Help Center and Walk-In Help Desk provide BC faculty, students, and staff with information and hands-on service for the myriad issues that may arise with computers. Whether a person needs a password reset, help with a computer virus, an operating system upgrade, or just about any other problem you can think of, the students and staff on the second floor of the O'Neill Library are always ready to help.

The below data is a breakdown of the thousands of customers helped at BC from  June 1, 2010 - May 17, 2011.

Walk-In Help Desk (O'Neill 248)

The Walk-In Help Desk is staffed by 1 full-time employee who supervises a staff of nearly 20 EagleTech student employees.

  • 7,686 tickets (problems) resolved
  • Top 5 ticket types:
    1. User software question
    2. Operating system reinstall/upgrade
    3. User hardware question
    4. Malware removal
    5. Data backup assistance
  • Customer type:
    • 82% student
    • 4% faculty
    • 13% staff
  • 68% of issues resolved same day, and 90% were resolved within 3 days (Note: tickets are closed when a customer picks up the computer, so many of these issues were solved in fewer than 3 days, but the customer wasn't able to immediately pick up the computer.)

Help Center (617-552-HELP or help.center@bc.edu)

Six full-time employees are dedicated to x2-HELP during normal business hours; evening and weekend coverage is provided by ITS Operations staff.

  •  77% of issues were resolved on the first call (industry standard is 65%).
  • Of the 15,295 tickets entered into the system by the Help Center, the Help Center staff resolved 11,789 themselves (without escalating to another ITS group).
  • Top 5 ticket types:

    1.      Password reset
    2.      Basic service questions
    3.      Device activations
    4.      Phone requests
    5.      Windows operating system issues
  • Customer type:
    • 42% staff
    • 41% student
    • 13% faculty
  • 83% of the issues reported were resolved the same day; 90% resolved within 3 days
  • Call statistics:
    • 16,818 phone calls received at 2-HELP.
    • Average speed to answer: 20 seconds
    • Only 10% of all calls waited in a queue, and 95% of the calls in the queue were answered in less than 1 minute.