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Computing Homepage

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

November 2005

Top Five Subject Inquiries, Issues or Requests:
Passwords, Hardware, e-mail, Account Management, Windows XP

Ongoing Surveys:
These surveys are randomly sent at the close of a Computing HelpDesk request or inquiry. In November, the HelpDesk received 26 survey responses with the following average ratings.

Service Satisfaction:
Courtesy:  3.9
Skills:  3.4
Resolution:  3.4
Timeliness:  3.5
Overall:  3.5
Rating: 4=Excellent, 3=Good, 2=Fair, 1=Poor

Total Inquiries Logged:  2859
% of calls closed on first contact:      78

Phone System: (MM:SS=minutes:seconds)
% Abandonment Rate:  11.0
Average speed of answer (MM:SS):  0:25
Average Call Duration (MM:SS):  6:35
Hour of Highest Call Volume:  2:00 pm