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Computing HelpDesk

Hours:
Mon-Thu: 8:00am - 9:00pm
Friday: 8:00am - 5:00pm
Saturday: Closed
Sunday: 3:00pm - 9:00pm
(when classes are in session)

Exceptions:
Follows JMU's schedule for inclement weather. 
Exceptions for Academic Year 2011-2012

HelpDesk

January 1-15, 2008

Total Inquiries Logged:  1670
Percentage of calls closed on first contact:      71

Phone System: (MM:SS=minutes:seconds)
Percentage Abandonment Rate - percentage of customers that hung up before reaching a HelpDesk Representative:  7.82
Average speed of answer (MM:SS) - the length of time it takes for a HelpDesk Representative to answer when the phone rings:  0:29
Average Talk Time (MM:SS) - avg duration the customer is on the phone with a HelpDesk Representative:  7:08

Top Five Subject Inquiries, Issues or Requests:
Hardware, Passwords, Software Support, Customer Inquiries or Hardware drop off/pickup, Network

Ongoing Customer Satisfation Surveys:
These surveys are randomly sent at the close of contact to the JMU Computing HelpDesk:

Service Satisfaction:
Courtesy:  4.8
Skills:  4.5
Resolution:  4.6
Timeliness:  4.5
Overall:  4.6

Rating: 5=Very Satisfied, 4= Satisfied, 3=Neutral, 2=Dissatisfied, 1=Very Dissatisfied