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Information Technology Department
IT Performance Statistics
Welcome to the Information Technology Statistics and Performance web page. Our goal is to provide the Public and the County with information concerning the activites and workload of the IT department.

The IT department uses a software tool to log and track any and all computer and network related issues. By logging our activity, we are able to report and summarize the issues confronting the County IT department. Our end goal is to not only measure our efficiencies, but in turn to discover new ways of effectively delivering your digital needs.

Summary Quarterly Performance Table
    
JulyAugustSeptember
First Call Resolution371347224
Avg Response Time (hh:mm)0:180:300:10
Avg Resolution Time (hh:mm)0:250:390:28
SLA Compliance %100%100%100%
Issues Opened460417247
Issues Reopened855
Issues Closed444412262
Volume of IT Service Desk Tickets
Performance Measures for Completed IT Service Desk Tickets
Closed Service Desk Tickets by Department (within the last 6 months)
DepartmentTotal Closed
Auditors40
Collections17
County Clerks180
Courts217
District Attorney136
District Clerk198
Election44
Fire Marshall23
Information Technology243
Juvenile147
Maintenance4
Personnel22
Pre-trial Release11
Precincts3
Public1
Purchasing24
Records Services10
Road and Bridge13
Sheriff850
Treasurers1
Veterans Services1
Closed Service Desk Tickets by Issue Type (within the last 6 months)
DepartmentTotal Closed
Administrative82
Application Development9
Application Support127
Authorization / Set Up49
Change Control1
Documentation1
Errors47
Hardware Maintenance192
Network141
Software Maintenance34
System Support13
User Support1782
The table and charts above indicate the number of service desk tickets completed.
For questions or comments, please call the helpdesk at 590-4650.
Smith County Texas
100 N. Broadway Tyler, Texas
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phone 1.903.590.2600 | email comments@smith-county.com