UVU IT Help Desk
Planning, Budgeting, and
Accountability Cycle
HELPDESK
HELPDESK
HELPDESK
HELPDESK
38963
40000
Helpdesk Help Request Volume
35000
28563
30000
19600
25198
0
23205
25000
27130
5995
9863
17827
10172
15000
4046
10000
2706
1115
5040
0
2003
6527
943
2088
692
13236
4375
5000
2873
3203
7570
2328
3138
775
797
14665
15669
2006
2007
13832
13565
2008
2009
9120
6457
2004
2005
Greater than 24 hours
More than 1 hr less than 24 hr
Less than 1 hr
6968
20000
Undocumented
HELPDESK
4000
412
3500
148
288
3000
267
365
2500
340
78
218
245
253
27
92
60
2000
61
Overflow
32
0
2426
2113
1982
35
69
2457
500
Abandoned
56
3132
1500
1000
61
2168
2066
38
30
54
26
2206
14
1203
974
1150
1391
Oct Nov Dec Jan Feb Mar Apr May Jun Jul
Aug Sep
2008 2008 2008 2009 2009 2009 2009 2009 2009 2009 2009 2009
Answered
ACD Abandoned Rate
2.7%
9.6%
Answered
Abandoned
87.7%
Overflow
9.6% of the calls to Helpdesk did not stay on the phone long
enough to get help
Student Help Requests
18000
16378
16000
14464
14000
11833
11434
11004
12000
10000
8000
6000
4000
2000
0
2584
876
2003
2004
2005
2006
2007
2008
2009
Help Desk Web Site
19,665
visitors in
2008-2009
Chat Sessions
2000
1800
1600
1400
1200
1000
800
600
400
200
0
1906
991
946
99
2006
2007
2008
2009
Top 10 Subjects
5000
4500
4000
3500
3000
2500
2000
1500
1000
500
0
4478
2103 1984
1185
953
881
866
Magic Help Subjects
724
696
630
Tech Bench
Personal Computer
Repair
Service for a Fee
HELPDESK
HELPDESK
HELPDESK
HELPDESK
Employees per Magic Service Group
1400
1274
1200
1000
800
HELPDESK
600
400
200
0
579
388
473
400 359
218
218
207 165
213
191
154
131
79 55
41 41 37
HELPDESK
HELPDESK
HELPDESK
HELPDESK
HELPDESK
HELPDESK
PBA Initiatives Summary
IT Helpdesk 2009-2010
LC Area Technician
Strategic
Direction
Planning
Budgeting
Accountability
Comments
Project Request
Priority
Cost
Desired benchmark
Current Status
Approximately 300
computers in the LC
building will have a
technician located in
that building to take
care of the desktop
and network needs of
that area
Administrative
Technician is
maintaining
this area as
well as all
Administrative
and other
Student
Services areas.
He has over
1200
computers
under is
responsibility
A Desktop
technician for
the departments
in the LC bldg
Source
Employees per Magic Service Group
1400
1274
1200
1000
800
HELPDESK
600
400
200
0
579
388
473
400 359
218
218
207
213
165
191
131
154
79 55
41 41 37
HELPDESK
PBA Initiatives Summary
IT Helpdesk 2009-2010
Infrastructure Budget
Strategic
Direction
Planning
Budgeting
Accountability
Comments
Project Request
Priority
Cost
Desired benchmark
Current Status
Have funds to
purchase the
hardware, software,
cables, and tools that
we need to repair
campus computers
and have funds to
train and certify
technicians
This money is
taken out of the
Helpdesk
current
expense, leaving
funds for
training, and
essentials short
Budget to
purchase
hardware,
software and
tools for the
maintenance of
campus
computers
$5,000
Source
Questions?