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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 Resolution3713477
Avg Response Time (hh:mm)0:180:300:07
Avg Resolution Time (hh:mm)0:250:391:26
SLA Compliance %100%100%100%
Issues Opened4604178
Issues Reopened850
Issues Closed4444138
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
Auditors37
Collections14
County Clerks167
Courts192
District Attorney124
District Clerk173
Election39
Fire Marshall21
Information Technology229
Juvenile134
Maintenance4
Personnel20
Pre-trial Release11
Precincts3
Purchasing24
Records Services7
Road and Bridge13
Sheriff749
Treasurers1
Veterans Services1
Closed Service Desk Tickets by Issue Type (within the last 6 months)
DepartmentTotal Closed
Administrative72
Application Development9
Application Support113
Authorization / Set Up40
Change Control1
Documentation1
Errors36
Hardware Maintenance175
Network132
Software Maintenance33
System Support12
User Support1600
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