University of Kansas Medical Center
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Standard: 95% of all desktop computer problems are resolved within 8 hours for serverity 2 problems or within 3 days for normal severity 3 problems. Standard: 95% of all new PC installs and software upgrades are completed within 5 days. Standard: Maintain a positive evaluation on 95% or more of all desktop support visit customer feedback cards. Activity: Total monthly calls received by Customer Support. Activity: Total monthly Network/PC tickets and Voice/Network wiring tickets generated. Activity: Total monthly support tickets opened On-Line. Activity: Total monthly Network/PC tickets closed using remote support.