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  2. 2013
  3. April
  4. H
  5. Helpdesk
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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.
 
 
 
From your overall experience of reporting an IT problem, please answer the following questions! How did you contact the IT Helpdesk?
 
Internet
 
Phone
 
E-Mail
 
In Person
 
 
 
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 transferred 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
 
The person who answered returned my call with the resolution
 
My problem was not resolved

 
 
 
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 remote into your computer?
 
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 !
 
 
Other
 
 
Thank you for your feedback