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FY 16-17

Incident Management

UTech Service Desk Snapshot - FY 2016-2017

The UTech Service Desk offers 24x7x365 support to the university via telephone (216.368.HELP), email (help@case.edu) or via chat (help.case.edu). With a First Call Resolution rate of over 80%, most issues are resolved by the team. Issues that are not resolved get assigned to a resolver group for further troubleshooting and resolution.

** Metric Definitions:
Average Speed to Answer -
Time elapsed between a call entering the Service Desk phone queue and being answered by an analyst.
% Abandoned -
The percentage of calls in which the callers disconnects after waiting for more than 30 seconds.
First Call Resolution Rate - The percentage of incidents and service requests resolved by the Service Desk without escalating to a resolver team.