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Lofthouse Recruitment LLP

LOF909ActiveTime and materials

lofthouserecruitment.co.uk · Recruitment · Account manager Rachel Byrne

Microsoft 365Healthy2 days agoSupport & assets (SQL)Healthy26 hr ago

01 Jan 2026 – 25 Aug 2026 · month buckets · applies to every section

OverviewMicrosoft 365Support and SLAHardware assetsSoftwareContracts and renewalsAlertsOpportunitiesTimelineDocumentsReports and packsSettings
SLA figures cover contract calls only, measured against a flat 8-hour response target from logged to responded. 16 records in this selection sit outside that — quotes, projects and planned installs, plus 9 calls billed time and materials. They stay visible for volume context.

Service performance

35 eligible records in this year
Average first response
4.7 hr
Target 8 hours from logged to responded
Average resolution
1.2 days
Open records excluded from the average
SLA achievement
88.2%
4 call(s) over the 8-hour target
First-time fix
77.1%
Where the source records the field

Volume

Contract calls
35
51 calls logged in the period
Off contract
9
£1,860 chargeable
Open / closed
1 / 50
Across the selected period
Data-quality gaps
1
Contract calls with no response time recorded

Support volume trend

Event measure summed per month

Records are counted in the bucket containing their logged date.

Category breakdown

Eligible records only

35
records
  • Microsoft 3656
  • Backup5
  • User admin4
  • Telephony4
  • Security3
  • Printing3

Support performance by year

Contract calls against the 8-hour response target

Contract support calls by year
YearCallsAvg responseSLA metMissesExcluded
2026354.67 hr88.2%416

Response performance by call logger

Grouped by the person who raised the call, not the engineer

Response performance by the person logging calls
Call loggerCallsAvg responseSLA metMisses
Karen Taylor54.26 hr80%1
Anne-Marie Cable56.07 hr80%1
Stacey Thomas41.86 hr100%0
Kelly Gregory44.55 hr75%1
Aiden Higgins318.23 hr50%1
Chloe Dempsey31.72 hr100%0
(Not recorded)34.08 hr100%0
Damian Armstrong21.74 hr100%0
Daniel Blacker26.66 hr100%0
Barry Ebbs13.95 hr100%0
Rachael Parkin10.80 hr100%0
Phil Jenkins10.90 hr100%0

4 contract calls missed the 8-hour target

Worst first — the calls a service review will be asked about

Longest 28.0 hr over
Contract calls that missed the response target
Job numberCall loggerMachine or systemLoggedResponseOver targetEngineerIssue
309089Aiden HigginsApple iPhone 142026-01-06 11:0136.04 hr+28.0BKOutlook not syncing
309099Anne-Marie CableApple iPhone 142026-03-10 13:1224.30 hr+16.3MLOneDrive sync conflict
309110Karen TaylorCanon imageRUNNER 26302026-04-10 10:3610.51 hr+2.5TAGBackup job failed
309128Kelly GregoryDell Latitude 74202026-07-14 11:498.57 hr+0.6TAGPhishing report triage

Recurring issues by call logger

Repeat patterns worth fixing at source

No repeat pattern in this period.

Recurring issues by machine

Equipment generating repeat calls

No device is generating repeat calls.

SLA achievement trend

Percentage of eligible records responded to within target

Records

51 records match the current filters · showing the 150 most recent

Read-only from source
ReferenceLoggedTypeSummaryPriorityStatusResponseResolutionSLA
LOF909-10015324 Aug 2026Service RequestSite offline
Network · TAG · Head Office
P2Closed1.79 hr1.1 daysMet
LOF909-10015217 Aug 2026Planned Install · excludedName change request
User admin · BK · Head Office
P3Open——n/a
LOF909-10015114 Aug 2026Service RequestDatabase timeout
Line of business app · KB · Head Office
P3Closed5.38 hr1.6 daysMet
LOF909-10015011 Aug 2026IncidentNew starter setup
User admin · TAG · Branch
P2Closed1.46 hr2.1 daysMet
LOF909-10014907 Aug 2026Service RequestMFA reset
Security · KB · Site 2
P4Resolved0.40 hr2.1 daysMet
LOF909-10014829 Jul 2026IncidentTeams sign-in loop
Microsoft 365 · AB · Head Office
P4Closed0.42 hr2.1 daysMet
LOF909-10014728 Jul 2026Incident · excludedReport not generating
Line of business app · TAG · Head Office
P3Closed——n/a
LOF909-10014627 Jul 2026Service Request · excludedNew extension setup
Telephony · AB · Head Office
P3Resolved——n/a
LOF909-10014525 Jul 2026Service RequestSite offline
Network · BK · Branch
P1Resolved5.23 hr15.7 hrMet
LOF909-10014417 Jul 2026IncidentReport not generating
Line of business app · SE · Head Office
P4Resolved0.63 hr13.0 hrMet
LOF909-10014314 Jul 2026ChangePhishing report triage
Security · TAG · Branch
P3Resolved8.57 hr18.4 hrMissed
LOF909-10014210 Jul 2026Change · excludedPrinter offline
Printing · SE · Branch
P3Closed——n/a
LOF909-10014109 Jul 2026ChangeOneDrive sync conflict
Microsoft 365 · KB · Head Office
P3Closed4.94 hr12.4 hrMet
LOF909-10014006 Jul 2026Quote · excludedApplication crash on launch
Line of business app · SE · Branch
P3Closed——n/a
LOF909-10013903 Jul 2026Service RequestScan to email failing
Printing · TAG · Head Office
P4Closed0.59 hr2.1 daysMet
LOF909-10013802 Jul 2026Quote · excludedApplication crash on launch
Line of business app · SE · Head Office
P3Closed——n/a
LOF909-10013715 Jun 2026Planned Install · excludedWi-Fi dropouts in warehouse
Network · ML · Branch
P1Closed——n/a
LOF909-10013608 Jun 2026ChangeApplication crash on launch
Line of business app · SE · Head Office
P2Resolved5.84 hr2.0 daysMet
LOF909-10013505 Jun 2026Quote · excludedMessage quarantined
Email · SE · Remote
P3Closed——n/a
LOF909-10013404 Jun 2026Service RequestSpoofed email reported
Email · AB · Branch
P3Closed7.66 hr1.1 daysMet
LOF909-10013329 May 2026Service Request · excludedLicence renewal
Line of business app · KB · Head Office
P3Closed——n/a
LOF909-10013224 May 2026IncidentDistribution list change
Email · TAG · Head Office
P3Closed0.54 hr1.5 hrMet
LOF909-10013111 May 2026Service Request · excludedTeams sign-in loop
Microsoft 365 · ML · Head Office
P3Closed——n/a
LOF909-10013006 May 2026Planned Install · excludedNew starter setup
User admin · SE · Head Office
P4Closed——n/a
LOF909-10012905 May 2026IncidentNew extension setup
Telephony · ML · Branch
P3Resolved5.65 hr1.8 hrMet
LOF909-10012817 Apr 2026Project · excludedDocking station not detected
Hardware · TAG · Remote
P3Resolved——n/a
LOF909-10012716 Apr 2026IncidentBackup capacity review
Backup · KB · Head Office
P2Resolved0.34 hr1.2 daysMet
LOF909-10012615 Apr 2026Service RequestName change request
User admin · BK · Head Office
P4Closed3.54 hr2.1 daysMet
LOF909-10012510 Apr 2026Service RequestBackup job failed
Backup · TAG · Head Office
P3Closed10.51 hr16.0 hrMissed
LOF909-10012408 Apr 2026Incident · excludedSharePoint permission request
Microsoft 365 · AB · Remote
P2Closed——n/a
LOF909-10012307 Apr 2026Service RequestHandset registration
Telephony · BK · Head Office
P2Closed7.30 hr1.9 daysMet
LOF909-10012231 Mar 2026IncidentTeams sign-in loop
Microsoft 365 · ML · Head Office
P3Resolved4.42 hr13.0 hrMet
LOF909-10012130 Mar 2026Service RequestToner replacement
Printing · KB · Remote
P3Closed2.98 hr1.8 hrMet
LOF909-10012027 Mar 2026IncidentRestore request
Backup · TAG · Branch
P2Resolved0.90 hr1.0 daysMet
LOF909-10011926 Mar 2026Service Request · excludedSite offline
Network · ML · Remote
P3Resolved——n/a
LOF909-10011825 Mar 2026Incident · excludedMessage quarantined
Email · ML · Head Office
P3Closed——n/a
LOF909-10011724 Mar 2026Service RequestRetention change
Backup · AB · Head Office
P4Closed0.80 hr1.8 daysMet
LOF909-10011619 Mar 2026ChangeSharePoint permission request
Microsoft 365 · ML · Branch
P4Closed1.29 hr23.9 hrMet
LOF909-10011511 Mar 2026IncidentCall quality issue
Telephony · TAG · Head Office
P1Closed0.07 hr9.0 hrMet
LOF909-10011410 Mar 2026ChangeOneDrive sync conflict
Microsoft 365 · ML · Remote
P4Resolved24.30 hr1.4 daysMissed
LOF909-10011301 Mar 2026Service Request · excludedMFA reset
Security · ML · Head Office
P2Resolved——n/a
LOF909-10011225 Feb 2026IncidentSpoofed email reported
Email · SE · Head Office
P2Closed0.42 hr1.6 daysMet
LOF909-10011119 Feb 2026Service RequestVoicemail not delivering
Telephony · KB · Head Office
P3Resolved3.95 hr1.7 daysMet
LOF909-10011013 Feb 2026Service RequestBackup capacity review
Backup · KB · Branch
P3Resolved0.39 hr8.7 hrMet
LOF909-10010903 Feb 2026IncidentName change request
User admin · TAG · Head Office
P1Closed1.53 hr10.4 hrMet
LOF909-10010823 Jan 2026IncidentName change request
User admin · ML · Head Office
P4Closed3.11 hr2.3 daysMet
LOF909-10010722 Jan 2026Service RequestNew printer driver rollout
Printing · TAG · Remote
P2Closed——n/a
LOF909-10010619 Jan 2026IncidentDocking station not detected
Hardware · AB · Site 2
P2Resolved2.90 hr1.3 daysMet
LOF909-10010507 Jan 2026Service RequestPhishing report triage
Security · ML · Head Office
P3Resolved1.15 hr1.6 daysMet
LOF909-10010406 Jan 2026Service RequestOutlook not syncing
Microsoft 365 · BK · Head Office
P4Closed36.04 hr23.2 hrMissed
LOF909-10010302 Jan 2026ChangeLaptop will not boot
Hardware · TAG · Head Office
P3Closed3.82 hr23.5 hrMet
iHow these figures are calculatedShow
Eligibility uses the structured record type from the source system, never free-text title matching. Excluded types: Quote, Project, Planned Install (rule version sla-rules v2.0). Records with no captured response time are left out of averages and reported as a data-quality count. Worked example: if nine eligible records respond within one hour and one quote stays open for fourteen days, the quote contributes nothing to the response-time denominator and does not move the average.