2023 MSPCA Helpdesk Annual Review
The MSPCA IT Helpdesk saw a marked increase in ticket volume in 2023, which (once again) resulted in our highest numbers ever. Total tickets resolved were up 15% from 2022, and 38% from 2020.
2023 | 2022 | 2021 | 2020 | 2019 | |
Yearly Total | 8002 | 6939 | 6714 | 5784 | 4634 |
Avg/Month | 667 | 578 | 560 | 482 | 386 |
Avg/Week | 154 | 133 | 129 | 111 | 89 |
Highlights:
97% of all ticket satisfaction surveys were Positive.
77% of all tickets were for Boston. 9% were for Waltham, followed by 5% for Salem.
Number of tickets resolved by front line staff: 6347 (79%) of all tickets
Jimmy McDonald 2,626
Max Glen 2,091
Jose Diaz 1,630
The average time to first response by our 1st level helpdesk staff:
Jose Diaz 3.9 hrs
Jimmy McDonald 4.7 hrs
Max Glen 13.0 hrs
The Helpdesk phone lines were called nearly 1300 times. The average speed to answer the phone was 6 seconds across all staff members. Average length of call was 3 minutes.
Ticket totals from other departments:
Maintenance: 1874 (+33%)
Signature: 2215 (+9%)
Web Support: 835 (+8%)
Purchasing: 1336 (+1350% new in ’22)
Shelter Operations: 133 (new this year!)
Surgery: 48 (new this year!)
Lastly, just a recap of our department restructuring. We are currently in the process of hiring Max’s replacement plus two additional Helpdesk Specialists. These positions will report to Jose, who steps into the Helpdesk Supervisor position.
