HelpDesk Incidents Documented January 2011

Grand Total of Incidents: 700

Closed on First Contact (CoFC): 443
Closed on First Contact %: 63% Goal is 50%

Number of HelpDesk and iT staff creating an incident: 37

Number of Staff achieving 50% CoFC goal: 25 or 68% of staff.

80 – 100% club: Becca Sandager, Amanda Frost, Joel Lynch, Chad Colt (MPLS campus), Amy Streit, Heidi Johnson, Heather Ludwig, Chris Sanstead, Trevor Woggon, and Ryan Ballanger

50 – 80% Club: Brian Behling, Emily Degallier, Camden Webster, Chase Davidson, Bridget Ryan, John Uhal, Mitch Lawler, Joann Kirsch, Emily Laurin, Heather Hurner, Chris Froelich, David Corpstein, Melanie, Krivachek, Brandon Lovera, and Jill Congdon

Thank you to these staff members and all iT and HelpDesk staff for working to achieve our goals.

How the incidents got to the HelpDesk

Phone - in-person: 356 incidents, 51% % of total

Email: 195, 28%

Walk-up to HelpDesk: 78, 11%

iT Staff initiated: 29, 4%

Online: 25, 4%

HelpDesk VM Winona: 11, 2%

Walk in TC iT Office: 3, 0%

HelpDesk VM MPLS: 2, 0%

Stopped in Public: 1, 0%