Hampshire IT
Hampshire IT Schools - our performance
= Target met 
= Target not met
-
Complaints received as a percentage of total calls placed
< 0.5%
0.0%
0.3%
0.11%
0.25%
-
Incidents solved by the IT Help Desk
10%
6%
4%
5%
6%
-
Priority 1 incidents - call returned within 30 working minutes
95%
100%
93%
93%
100%
-
Priority 2 incidents - call returned within two working hours
95%
100%
97%
100%
100%
-
Priority 3 incidents - call returned within four working hours
95%
97%
99%
96%
97%
-
Incidents responded to within four working hours
95%
97%
99%
99%
98%
-
Incidents resolved in eight working hours
60%
76%
79%
73%
72%
-
Incidents resolved in three working days
90%
86%
86%
85%
84%
- An incident is an occasion when you report a fault with your IT (SIMS, networks, backups etc).
- One in four help calls receive a 'satisfaction' survey to complete asking how their call was handled. Customers can score 1 - 5 for each topic above: 1 being very unhappy, 5 being very happy.
- Priority 1 incidents are critical failures affecting all users; priority 2 incidents are severe failures affecting over 20% of users but where a workaround is available; priority 3 incidents are non-critical infrastructure problems or standard support / advice queries.
-
Delegates agreed or strongly agreed the course met all the stated objectives
95%
97%
100%
98%
-
Delegates agreed each topic was covered adequately
95%
97%
100%
95%
-
Delegates agreed or strongly agreed that their trainers were helpful and approachable
95%
99%
100%
99%
-
Delegates agreed or strongly agreed that their trainer(s) presented the course in a way they could understand
95%
97%
100%
98%
-
Delegates agreed the training venue provided a suitable learning environment
95%
97%
100%
97%
Each training delegate completes a satisfaction survey at the end of the course.
See also our HPSN2 performance page
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