The IT Service Desk exceeded their targets for both customer satisfaction and service level in August 2010. Customer satisfaction was 4.47 out of 5, above the target of 4.0, and service level was 97.10% on time request completions, above the 95% target. Several customers provided positive feedback about the great service and passion of the IT Help Desk team.

1. US IT Service Desk Metrics – August 2010Customer Sat4.47Target: 4.0“The IT department always does an awesome job for me!.” – Linda Freemon, Senior Buyer“Great service quickly delivered.”– Ed Bon, Manager of process development“Thank you again Damian and the IT Help Desk. Because of your passion and high quality of service, I am a ‘delighted customer’!” –Jim Riding, Territory ManagerService Level97.10%Target: 95%Service Level is calculated as a percent of total breachable volume closed on time.

2. During August, the IT Service Desk completed a total 1147 requests. Of 1036 non-scheduled requests, 30 were overdue, resulting in a 97.10% SLA.

3. Customer Satisfaction has started to show a minor negative correlation to volume, not SLA.

4. Request 13287 was a request for a netbook from Aaron Berez. After reconnecting with Aaron, he mentioned a netbook is no longer required.