April - June 2003

Below are statistics and charts for calls for help logged with the IT Service Desk on 9385 1333 for the Faculty of Medicine from April - June 2003. When calls are logged with the helpdesk, they are stored in a central computerised database, divided up by faculty or other area. The Medicine Computing Support Unit monitors calls for "Medicine Support", "St George", "St Vincents" and "NDARC" areas.

Acknowledge Time is the time taken from when the call is first entered into the system by the helpdesk to when a member of the MCSU responds to the call.

Call Duration is the time in hours between 8am and 5:30pm that a call is open. If a call is logged at 4pm one day, and closed at 10am the next day, the call duration would be 3.5 hours.

Total (UNSW, POWH, PHH, St Vincents, St George)*
Total Number of Calls	641 Calls
Total Number of Calls Closed by MCSU Staff	636 Calls
Average Acknowledge Time	1.43 hours
75% of Calls were acknowledged in less than	1.3 hours
Average Call Duration	18.5 hours
50% of Calls had a duration of less than	4.9 hours

Charts

Raw Data