December 2010 Results for Saint Mary’s HelpDesk

The Saint Mary’s HelpDesk strives to resolve issues and questions on the initial contact with the SMU community members. The goal set for HelpDesk and HelpDesk Technical Assistants is 50%+ of incidents documented be “Closed on First Contact” (CoFC). Achieving this goal is a challenge for the Technical Assistants due to the wide variety of issues, questions, and problems they are asked to attempt to resolve. A few of these are: password resets for students and employees, consumer device checkout, classroom support questions, software usage questions, residence hall support, etc., as the charts below indicate.

The charts provided indicate the Top 10 issues resolved at the initial contact and the Top 10 issues not resolved at the initial contact.

University totals: 387 incidents documented. Incidents resolved on initial contact (CoFC): 245 (not resolved CoFC 142) CoFC percent of total: 63% 36 iT and HelpDesk staff documented incidents during December 2010. Of these 36, 26 achieved the 50+ CoFC goal or 72%.

Winona Campus Incidents documented: 315 CoFC: 175 CoFC percent of total: 56%.

Winona Campus HelpDesk and iT staff achieving CoFC goal of 50%+: 100% Group: Brandon Lovera-Ives, John Uhal , Don Cisewski, Jill Congdon, and Sarah Bearbower 80-99% group: Trevor Woggon, Joel Lynch, and Mitch Lawler 70-79% group: Chris Sanstead, Chase Davidson, Amanda Frost, Bridget Ryan, Thomas Plante, and Patrick Luke 60-69% group: Heather Ludwig, Amy Streit, Mitchell May, and David Corpstein 50-59% group: Camden Webster, Brian Behling, Chris Froelich, Clarissa Thompson-Matthew, Melanie Krivachek, Gary Welch, and Ashley House.

Minneapolis Campus Incidents documented: 72 CoFC: 70 Thank you to Chad Colt who did all these for December. CoFC percent of total: 97%.