IT Support Survey

The person who answered resolved my problem by transferring me to another technician

The person who answered understood my problem and solved it

The person who answered did not know how to solve my problem and retuned my call with the resolution

My problem was not resolved

Other

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Hello! You are invited to participate in our I.T support Helpdesk survey. This survey is taking place in order to enhance the I.T Support Section of an organisation. It will take approximately take two minutes to complete the questionnaire. Your participation in this study is completely voluntary.If you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions. Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below. How did you contact the IT Helpdesk? Phone E-Mail In Person Letter or fax When you are reporting an I.T. problem, do you know how to contact the I.S support team? Yes NO When you contacted the IT Support Helpdesk do you always request to deal with the same technician Irrespective of what your problem is? Yes NO IF you phoned please rate your experience when you contacted the IT Helpdesk? The person who answered resolved my problem by transferring me to another technician The person who answered understood my problem and solved it The person who answered did not know how to solve my problem and retuned my call with the resolution My problem was not resolved Other From the time you first called the helpdesk how long did it take to solve your problem? Solved immediately over the Phone Less than an hour Less than two hours Less than a full day One to 2 workdays Problem was not resolved If your problem was not solved straight away were you informed of its status in the department i.e. it was in a queue? Yes NO Did a technician have to call to your location? Yes NO If you could log your call using the Internet would you do so? Yes NO If before logging your call with the support team you could try and fix the problem yourself using information online would you do so? Yes NO Drawing from your experiences logging an I.T. problem, can you suggest any ways that the help desk could be improved ? Please be concise !! Thank you !