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UT Service Desk Annual Report

Number of views : 19
Article Number : KB0013552
Published on : 2017-02-09
Last modified : 2017-03-31 15:08:24
Knowledge Base : IT Public Self Help


UT Service desk annual report (PDF)

UT Service Desk Portfolio 2015 (PDF)

  • Total contacts: 117,000.
  • Responded to 71,369 trouble tickets.
  • Answered 63,936 phone calls.
    • Call handling time average of 6 minutes and 5 seconds.
    • Total talk time of 304,000 minutes.
  • Responded to 31,000 emails.
  • Assisted 17,500 customers at our service desk.


The graph below provides a quick glance at how well the UT Service Desk is doing based on our most important indicator.

The Customer Service Index (CSI) shows how satisfied our customers are with our service based on surveys they fill out. Overall satisfaction rate is 4.6 out of 5 or 93%.





Very pleased with the promptness of the response, the expertise of the advice, and the follow-up query to ascertain that all was well. Great job!

Research Scientist, Center for Social Work Research, School of Social Work


I’m actually amazed at how well and quickly you guys took care of my issue! I’ve never seen the like, even from private corporations!

Graduate Student, Middle Eastern Studies


Excellent help on a somewhat complex service. Courteous, knowledgeable, and patient. My issue is completely resolved.

Faculty, Department of Mathematics, College of Natural Sciences


I have always been happy with my experience with IT services. I always get the responses and help that I need in a timely manner.

Staff, Division of Diversity & Community Engagement


Super helpful and patient and guided me through what I needed to do in time for my registration time, which was awesome!

Student, College of Education


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