As part of our continuing effort to improve service levels and promote transparency with our clients, I'll be reporting our Help Desk performance information each month. Our goals are to respond to 90% of incoming calls within 30 minutes and 100% within one hour. Our triage process ensure any emergencies receive an immediate response. In February of 2011 we saw 3200 incoming calls. 82.4% received a response within 30 minutes. 16.8 % withing 1 hour, and 0.8% exceeded 1 hour. It's not good enough....View full post

0 Comments  Author:  Joe Gleinser submitted 1 years 63 days ago