Service Desk Metrics

Students call the Service Desk for password resets about 150 times per week. Applicants are the next biggest requesters at about 140 per week.

 
 
 

The Service Desk resets approximately 20,000 passwords a year.

99% of these calls are unnecessary! If you set up your security questions, you can reset your password at password.niu.edu.


As the time on hold increases, the number of abandoned calls increases.

 
 
 

Service Desk analysts work together to have as few callers on hold as possible for the shortest time possible.

Sometimes callers hang up before the Service Desk answers them because the information they get while on hold solves their problem.


Since August 1, 2016, 3114 SLA responses were made on time and 145 breached. 4593 SLA incidents were resolved on time and 110 breached. 18% were resolved during the first contact.

A service level agreement (SLA) establishes an agreed-upon target for response and resolution of incidents and fulfillment of service requests. The Service Desk resolves incidents and fulfills service requests during the first contact whenever possible. It escalates issues beyond their access to Tier 2 & 3 for completion. These numbers reflect Service Desk response to SLA customers from October 1 through November 17.