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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 1-15, 2007

Total Inquiries Logged:  1111
Percentage of calls closed on first contact:      73

Phone System: (MM:SS=minutes:seconds)
Percentage Abandonment Rate - callers that didn't reach a HelpDesk Representative:  2.19
Average speed of answer (MM:SS):  0:11

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

Ongoing Surveys:
These surveys are randomly sent at the close of a Computing HelpDesk request or inquiry:

Service Satisfaction:
Courtesy:  3.8
Skills:  3.7
Resolution:  3.7
Timeliness:  3.5
Overall:  3.6
Rating: 4=Excellent, 3=Good, 2=Fair, 1=Poor