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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
    
AugustSeptemberOctober
First Call Resolution347314426
Avg Response Time (hh:mm)0:300:120:06
Avg Resolution Time (hh:mm)0:390:290:20
SLA Compliance %100%100%100%
Issues Opened417369467
Issues Reopened551
Issues Closed412372477
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
Auditors52
Collections26
County Clerks189
Courts228
District Attorney158
District Clerk244
Election53
Fire Marshall27
Information Technology254
Juvenile163
Maintenance4
Personnel23
Pre-trial Release15
Precincts5
Public5
Purchasing26
Records Services12
Road and Bridge17
Sheriff922
Treasurers1
Veterans Services1
Closed Service Desk Tickets by Issue Type (within the last 6 months)
DepartmentTotal Closed
Administrative108
Application Development7
Application Support130
Authorization / Set Up58
Change Control1
Documentation1
Errors45
Hardware Maintenance180
Network161
Order Items3
Software Maintenance30
System Support9
User Support2018
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