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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

December 2005

Top Five Subject Inquiries, Issues or Requests:
Passwords, Hardware, Accounts Management, e-mail, Symantec AntiVirus

Ongoing Surveys:
These surveys are randomly sent at the close of a Computing HelpDesk request or inquiry. In December, the HelpDesk received 41 survey responses with the following average ratings.

Service Satisfaction:
Courtesy:  3.8
Skills:  3.6
Resolution:  3.6
Timeliness:  3.6
Overall:  3.7
Rating: 4=Excellent, 3=Good, 2=Fair, 1=Poor

Total Inquiries Logged:  1855
% of calls closed on first contact:      72

Phone System: (MM:SS=minutes:seconds)
% Abandonment Rate:  10.8
Average speed of answer (MM:SS):  0:23
Average Call Duration (MM:SS):  6:52
Hour of Highest Call Volume:  2:00 pm