Dear Diane,
Someone told me it was faster to call the helpdesk when I need something done instead
of sending an email. It is faster for me to just shoot off an email. What are they talking about?
Harried and in a Hurry
Dear Hurriedly Harried,
There is a very good reason why you were told this. At first it seems like it would be
faster and easier for you to just send off an email. The way the helpdesk works though makes
this not the faster way in the long run. Here is how it works; we have two technicians at the
helpdesk. They answer the phones first, and then check the email. Part of the policy to open a
work order is for them to copy the actual email in the work order and then call the requestor to
verify the information and make sure the problem is correctly identified. Answering the phone
takes priority over email. So once you are in the phone queue you will be helped in the order
you entered it. So… in the long run it is faster to call and get the work order started. They will
even try to solve the problem immediately too if time permits, and they are the correct person
to solve the problem, or they will assign the work order to the appropriate person.
How busy is the helpdesk?
Work Order Statistics for September 2012:
487– Completed Work Orders (September)
107 – Open Work Orders (End of September)
26 – Work Requests Closed Per Day (September)
Work Order Statistics Last 6 Months:
2932 – Completed Work Requests (Last 6 Months)
23 – Average Work Requests Completed Per Day (Six Month Avg.)
577 – Average Work Order Hours Logged Per Month (Six Month Avg.)
Other Statistics (Ink Requests / Call Volume):
72 – Requests Processed for Ink/Toner Printer Cartridges in September (3.5 per day)
1536– Incoming calls received in September (81 calls per day)