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FY 07-08 Data
Fig. 1-1: Total Requests Received at the Helpdesk
This figure displays the compilation of data from both our prior help request tracking system and our current help request tracking system which we migrated to during Fall of 2007. The significance of this data is that over the 2007-2008 fiscal year, the VSU IT Helpdesk handled a total of 13,038 client interactions.
Fig 1-2: Total Number of Client Service Incidents Reported to Helpdesk Management
This figure displays the total number of client service related incidents reported to the Helpdesk Coordinator during the 2007-2008 fiscal year. The significance of this data is that out of a total of the 13,038 client interactions, only 54 interactions, which account for 0.04% of the total required mediation from Helpdesk Management.
Fig 1-3: Total Helpdesk Staffing and Coverage
This figure is representative of the total number of employees scheduled at the Helpdesk per semester. The significance of this data is that a total of 14 employees, only 1 of which is full-time were able to handle the 13,038 requests the Helpdesk received. On average, this means that each representative handled 931 client requests. The additional significance of this data is that with only 1 full-time employee and 13 student workers, the Helpdesk covers 76 hours of operation per week.
