IT Customer Support - Our service standards

We will:

  • be available to help you throughout our advertised opening hours.
  • answer your telephone call within 5 rings (15 seconds).
  • acknowledge your IT support request within 2 hours of receipt.

How did we get on with meeting our targets as listed above? (12 months to February 2017)

  • Full services were provided for the hours specified, 100% of target.
  • We answered 76% of your calls within our target of 15 seconds. (96% were answered within 30 seconds).
  • We acknowledged 100% of IT Support requests received within 2 hours of receipt.

How many times did we hear from you? (12 months to February 2017)

  • Number of telephone calls received by the IT Customer Support Team : 17,957
  • Total number of IT support requests resolved by the IT Customer Support Team : 15,249
  • Total number of IT support requests resolved by IT Services Department as a whole : 33,557