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  1. Surveys
  2. 2011
  3. September
  4. H
  5. HelpdeskSurvey
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Greetings from the iCare IT Staff:

Please help us improve our service to you by completing this survey. Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, 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. If you have questions at any time about the survey or the procedures, you may contact Matthew Kline at 860-288-5353 ext 308 or by email at [email protected]

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
Which is your primary facility?
 
 
 
What is your preferred/primary method of contacting the helpdesk?
 
Telephone
 
E-mail
 
iSite Trouble Ticket Form
 
Wait for IT staff to be onsite
 
Other
 
 
 
 
How would you rate your level of IT knowledge and experience?
 
Expert and highly confident
 
Reasonably experienced and confident
 
Beginner and not at all confident
 
 
 
What was your latest request to the helpdesk in regards to?
 
Password (new account or password reset)
 
E-mail
 
Network Connection
 
Software (Word, Excel, AHT etc)
 
Hardware (computer, monitor, mouse, keyboard etc)
 
Other
 
 
 
 
How many times did you have to contact the helpdesk to resolve the issue?
 
One time
 
Two times
 
Three times
 
Four times
 
Five time
 
More than Five times
 
 
How satisfied are you with the following:
Very Unsatisfied Unsatisfied Neutral Satisfied Very Satisfied N/A
Knowledge and professionalism of support staff?
IT Staff's ability of help desk to diagnose and resolve your problem?
Length of time required to solve your problem?
Communication and follow-up on problem resolution?
Overall quality of telephone support?
Overall quality of on-site support?
 
 
 
Your Comments? For example is there a particular staff member or process worthy of special mention or any services that were not available to you that you expected the help desk to provide?
   
 
 
 
Please contact me regarding my comments
 
Yes, please contact me
 
No, please do not contact me
 
 
Contact Information
First Name : 
Last Name : 
Work Email Address : 
 
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