December Help Desk Activity

1097 Total Calls for Dec

Work Orders Triaged: 213 – The Help Desk triages incoming computer work requests.

Phone Calls: 511

Email to Help Desk: 343 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 2 – Email sent to our named personal accounts. We request that all email be sent to helpdesk@svvsd.org. This account is monitored and prioritized by all Help Desk staff. Personal accounts are not monitored during absences.

Walk-ins/IMs: 7

Other: 18

Resolution of incoming calls and messages.

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First Call Resolution: 82%

Phone Queue Activity

Calls Abandoned by Caller Before Answer: 8.2% – percentage of people that call but hang up when the Help Desk does not answer within the time they have available. Help Desk Goal <10%

On Hold: 5.8% – percentage of how long the average caller waits on hold compared to their entire call time. Help Desk Goal <10%

Customer Satisfaction

Average Customer Survey Score: 4.82 / 5.00

Surveys Completed: 12

Recommendations for Testing in Gymnasium Areas-Spring 2018

General Guidelines:

Turn OFF ALL non-testing devices and leave them in the classroom Spread tables out evenly, but not too close to the walls Spread students/devices out evenly 200 devices in large gyms and/or 100 devices in small gyms maximum Turn WiFi off then on again only if a device has trouble connecting

 

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Computer Updates Paused

Since we have i-Ready and Access testing right around the corner, DTS will be temporarily stopping the release of new automatic updates. We will resume the updates once the testing windows are done.

Any updates that have already been released, and not yet applied will still continue to get installed. To ensure all your various […]

Dear Help Desk,

I suddenly am unable to use certain websites using Google Chrome, my normal browser. That means I have to log into a separate browser every time I want to access these sites. Is there anything that can be done? ~ Thanks, Chrome Lover

Dear Chrome Lover,

I’m afraid you are not going to love my […]

Meet Eric Pierce

Manager of Technical Support Years with St.Vrain: 2

What does your average day look like? My typical day revolves around making sure the Device Support Team is prepared to offer world-class service across the district. I do whatever is needed to make sure our students, teachers, and staff have the best possible support, so they […]

November Help Desk Activity

Work Orders Triaged: 367 – The Help Desk triages incoming computer work requests.

Phone Calls: 957

Email to Help Desk: 439 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 1 – Email sent to our named personal accounts. We request that all […]

Meet Lorraine Baxter

Help Desk Specialist Years with St.Vrain: 17

What does your average day look like? My average day starts off with checking emails and Service Desk tickets. Then I spend the day answering calls, emails and resolving Service Desk tickets that come in for the help desk. My primary focus is Infinite Campus so those issues/concerns […]

October Help Desk Activity

Work Orders Triaged: 464 – The Help Desk triages incoming computer work requests.

Phone Calls: 1109

Email to Help Desk: 652 – Email sent to helpdesk@svvsd.org

Email to Personal Accounts: 9 – Email sent to our named personal accounts. We request that all […]

Password Reset Countdown

All over 90%

 

All middle and high school students must change their passwords before November 1st.

(read more)

Great Job!

District: 97.5%