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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
    
SeptemberOctoberNovember
First Call Resolution314449330
Avg Response Time (hh:mm)0:120:070:10
Avg Resolution Time (hh:mm)0:290:210:10
SLA Compliance %100%100%100%
Issues Opened369486358
Issues Reopened523
Issues Closed372503359
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
Auditors57
Collections31
County Clerks198
Courts233
District Attorney192
District Clerk248
Election59
Fire Marshall25
Information Technology272
Juvenile150
Maintenance5
Personnel24
Pre-trial Release19
Precincts5
Public6
Purchasing28
Records Services14
Road and Bridge17
Sheriff939
Treasurers1
Veterans Services1
Closed Service Desk Tickets by Issue Type (within the last 6 months)
DepartmentTotal Closed
Administrative120
Application Development6
Application Support135
Authorization / Set Up64
Change Control1
Documentation1
Errors54
Hardware Maintenance169
Network152
Order Items3
Software Maintenance24
System Support8
User Support2099
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