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Within the framework of the SOW, C&SS managers set priorities on a case-by-case basis according to:
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In cases where immediate action is not possible, we endeavor to make certain that the requestors are notified as to the cause for the delay and when they can expect action on their request.
Questions regarding the priority of individual projects are resolved by the Project Manager, in conjunction with the requestor and NCI management.
Although much of C&SS's work involves creative and collaborative processes that are difficult to quantify, the helpdesk maintains quantitative goals and metrics for desktop support functions. C&SS strives to bring the NCI-Frederick community service and support which is both effective and efficient. To that end, C&SS has set quantitive goals for microcomputer support services provide by the Computer Services Helpdesk. Our goal is to not only met these minimum standards, but exceed our customer's expectations each day.
Helpdesk Desktop Support Request Status
There are currently 317 requests for service pending.
Average turn-around time over the last 7 days is: 0.61 Days.
Category | Description | 1st Contact | Resolution | Last Week |
Urgent | System inoperable or mission-critical component inoperable. | < 8 working hours | Within one working day | 0.33 days |
ASAP | A non-critical component of the system is inoperable; work around available. | 3 days | 5 days | 0.95 days |
Normal | An enhancement to the system; software upgrade or install, new peripheral, etc. | 5 days | 7 days | 0.59 days |
Setup | New system setup. | 5 days | 10 days | 0 days |
Refer | Request referred to other program or outside vendor. | 1 day | NA | NA |
Inform | Informational request or recommendations, purchasing assistance, usage questions, etc. | NA | 10 days | NA |
Notes:
- Category assignments for individual requests are determined by the Helpdesk.
- 1st Contact is the time between when a request is placed and when a technician first arrives on site (or makes contact with the requestor).
- Resolution is the elapsed time between when a request is placed to when it is resolved.
- All time is measured in working days/hours (Monday - Friday, 8AM - 5PM).