The IT Service Desk is primarily run by 3 full-time staff who are assisted by 22-25 students over the course of three semesters. Together they responded to over 22,000 service requests which included:
12,796 - Phone calls,
8,000+ - Emails,
1,300+ - Walk-ins to the Service Desk in the RBD Library, and
631 - Chat sessions.
In addition to those numbers, the Service Desk also recorded:
1,714 - Self-service knowledge article views on the new OIT website implemented in May 2018
2,321 - Requests* for services such as classroom help, telephone orders, network repair, etc.
*Service requests were previously handled by individual units. At the end of May 2018, OIT implemented a central location for processing these requests, so this number only reflects information gathered from late May through the end of the year.
