Tickets per month?

[localzuk]

We often compare how many machines/technicians we have on here but I haven't seen a comparison of how many support tickets we get.

 

So, could someone give me some ideas as to whether our numbers are high or low for our size of school.

 

We have about 500 PCs, plus all the usual peripherals, and about 1100 kids at the moment.

 

Before Xmas, we were getting about 120 tickets in a month, plus about 15 or so password resets a day, plus probably half a dozen little jobs that slip through the net per day.

After Xmas, we are getting about double the number of tickets, but slightly fewer little jobs that don't end up on the helpdesk.

 

How does this compare to others?

[LiamH]

I was thinking of bringing this up today. weird.

 

We have about 600 curriculum machines and about the same number of pupils.

 

Last week we had over 100 support tickets, but we do tend to log almost anything.

 

since 01/01/2012 we have had 312 tickets opened not including ones that were already on the system at that point.

[localzuk]

So, do you log things like password resets, or if someone comes and asks for advice?

[CyberDrac]

2011-08 48

2011-09 754 ... all the tickets that could have been reported and and actioned over the summer

2011-10 458

2011-11 514

2011-12 241 ... closed for two of the four weeks

2012-01 362 ... not quite finished yet

 

76 currently open tickets

 

258 Staff

1615 Students

1 Network Manager

1 Deputy Network Manager

2 Network Technicians

[LiamH]

So, do you log things like password resets, or if someone comes and asks for advice?

 

Yes password resets are normally logged, although my colleague just did one and it hasn't been. Most calls are logged via us, mot many staff use the web portal / email address.

[TechMonkey]

We have had 81 since the beginning of the year, but they are a bit rubbish at logging stuff here. That's with 300 machines and 180 staff roughly.

[Oaktech]

we are on 196 so far for january, of which about 80 are from our primary school, and 177 are closed calls

 

(thats not a bad resolution rate given we have no NM, and are therfore strategically challenged and a set of skilled hands down!)

 

and seeing as everyone else s doing it... 850 pcs, 60 laptops, 300 staff, 1300 students over 2 sites.

Edited January 24, 2012 by Oaktech

[linkazoid]

Wow - We've close 138 this year in our 3 man team. We've been back 15 days! This doesn't include password resets, or some of the quick telephone calls or some of the jobs that you get roped into when your already in the room. 48 are still open but should be a lot lower by the end of the day.

 

1200 Students - 200 Staff - 700 computers.

Edited January 24, 2012 by linkazoid

[skunk]

Students 1200

Staff 120

Computers 550

 

Opened in Jan 261

Closed in Jan 268

Updated in Jan:324

Current Open: 55

 

Team: Network Manager and Senior IT Tech (Data Manager and VLE manager look at a few as well)

 

IT Apprentice started yesterday so number open should go down.

[Oaktech]

but they are a bit rubbish at logging stuff here.

 

what he said!

[Mr.Ben]

Over the last 2 years the average is around 150 tickets per term (I don't count password reset or anything I'm doing on the move).

 

Currently open: 28

 

Closed this year: 440

 

Students: 175, Staff: 95, Computers: 160

 

I've seen a rise in tickets this year, but I have so far put that down to the transistion to Windows 7

[Sylv3r]

We get around 40 or 50 tickets per week. We have around 1,400 client devices and 1,500 end users.

 

Staff use our helpdesk pretty well, but touch wood we have little technical problems.

[walkd]

We get about 250-300 a month, 1500 devices, 2000 full time and 5000 part time students, despite repeated threats, not all the little jobs are logged. I can understand it though, takes longer to log it than complete it.

[john]

We currently seem to average around 80 tickets a month but it does fluctuate. That doesn't include all the door password resets, urgent phone calls that get fixed that second etc... we do try to log them but by the time you get to it the door or phone could be going again (busy place our office at present due to many things!) so if we logged every little detail such as the queue of students on the first week back it would be higher.

 

We have around 240 PCs at present, around 30 BYOD users, 20 or so Sixth Form laptops issued to students and a roll of 470 staff of 40 or so

[MatthewL]

As a NHS trust over 2 local authority areas we average on around 100 incidents a day this is for some 4000 staff and similar amount of machines. This involves password resets, new user forms, everything. The odd one gets missed but we do not do anything without a job. There are some managers (including those who run the desk) that think doesn't apply to them.

 

We close about 80 a day if not a little more, most are resolved one 1st/2nd line by a team of 6 of us then there are engineers and other areas we can chuck incidents.

[featured_spectre]

As luck has it, I have the logs from last year pre christmas and post christmas

 

School was 500 pupils, 250 machines, 80 staff

 

Pre christmas - 300 in December (gearing up for no tech support over christmas), 180 in November, 110 in October. All of which get dealt with as soon as they come in

Post Christmas - 600 in January, 400 in February, 100 in March - Again, all get dealt with as they come in

 

It is NOT out of the ordinary to have high tickets in December/January

[CyberDrac]

The thing I admire from that post is that your users seem to plan ahead for their absence and the time when you will have time to work on it, we had two weeks over the winter break which is perfect for getting jobs out if the way, but no one asked us to do anything for them, but on the first day back there were dozens of rush jobs which could have easily been done in the previous two weeks if they had been requested.

 

Any suggestions for promoting that strategy/mindset?

[localzuk]

Just been going over this again, and now have a nice pretty graph of tickets per week. We don't log password resets, but we can add about 75 a week for them. Our numbers have now averaged around 60 per week for the last 12 school weeks, but increasing from 54 average per week in the jan/feb to 63 per week in the last month and a half.

 

And as we're moving to Windows 7 this summer, and virtualising our servers, plus a new trolley of laptops just gone in, and 3 more going in soon, plus a trolley of ipads... I suspect it may go up further still.

 

Anyone else starting to feel the heat of 'the perfect storm' when it comes to age of their machines and demands upon them?

[3s-gtech]

850 students, 450 workstations. Getting 20-30 tickets a month on Spiceworks, plus password resets (maybe 10) and a few SLT jobs don't go on there. So 50 total.