IT Help Desk Administrative Services Survey Results

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Claire Roberts
10 years ago
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1 1. Maybe it's because they're trained specifically for K12...but the help desk is usually my last resort when I have a problem. Very frustrating. 2. Most times the call goes to voic . Most times the user has already tried the basic fixes brought up by the Help Desk. The help provided is probably useful to student access problems but not to the varied employee issues. Source: 2011 Help Desk Administrative Services Survey results. 3/14/2011 1

2 1. Listening skills. Customer Service skills. Sense of urgency. 2. Need to understand Colleague a little better and what projects are going on. Emphasis is still K12. With K12 going away, learning curve toward college IT issues should start now. 3. Separate student needs from employee. Staff employee line with more techies. 4. More defined procedure so they would be able to answer/help without referrals. 5. I think the help desk could be more helpful in identifying and resolving computer issues. Right now they seem more like order takers and think with additional training may be able to provide more value. 1. Very courteous and helpful. Lots of follow through. Thank you! 2. Quick response time to requests. Always pleasant and courteous! 3. Usually a quick knowledgeable response. 4. set up technology for meetings 5. Every issue that I have encountered and had to call Dist. IT Help Desk has either been resolved immediately or within a timely manner or referred to the appropriate department for resolution. 6. very responsive and timely help 7. Keeping track of open tickets and getting them resolved. 8. Their response time is EXCELLENT Source: 2011 Help Desk Administrative Services Survey results. 3/14/2011 2

More defined procedure so they would be able to answer/help without referrals. 5. I think the help desk could be more helpful in identifying and resolving computer issues.

3 9. They always have my DGC meeting ready to go. The only time they are ever late is when Chancellor's cabinet WON'T GET OUT OF THE CONFERENCE ROOM ON TIME! they are always pleasant on the phone. 10. highly personable staff, honestly I know these people so it is not as if I were a stranger so they are just super helpful with me, in fact, they are colleagues. 11. They are extremely knowledgeable and helpful when things aren't working right for me. Great "fixers"! 12. They really try to help us. If they don't know the answer, they make the effort to find someone who does. 13. They are top of the line. 14. everything for me Follow directions. 16. great people skills - patience and personable. 17. Great job and problem solver 1. During the week before classes and the first week of school possible back up to assist in the overload of requests. 2. Always very polite and patient. 3. They go overboard to help, even calling back to make sure things worked, you just don't hear that about support staff at other districts. 4. The demeanor of the people in this department is always very, very pleasant. 5. If they don't know the answer they will find out or transfer you to someone who can help you. 6. everyone is absolutely wonderful and extremely helpful and willing to walk you through any process that you may not be familiar with...wonderful!!!!!!!!!!!! Source: 2011 Help Desk Administrative Services Survey results. 3/14/2011 3

They are extremely knowledgeable and helpful when things aren't working right for me. Great "fixers"! 12. They really try to help us.

4 1. Using the technology appropriately and its maximum capability 2. downsizing, reporting 3. Processes that worked in prior years are not working properly now. 4. dealing with budget cut 5. money 6. Processing lots and lots of paperwork and electronic files from contractors, inspectors, engineers, and architects and getting them filed in the proper locations in a timely manner. 7. Using Datatel to execute globally rather than manually. i.e., separating all employees from one PID in one batch, END dating a series of positions in one step, etc. 8. trying to stay on top of all the demands for service 9. money for staffing 10. budget and being able to provide the same or more service with less funding 11. Budget 12. Converting to Web Time Entry Attempting to go "paperless" by imaging voluminous files 13. Report writing software 14. always training 15. Staffing 16. Doing more with less Source: 2011 Help Desk Administrative Services Survey results. 3/14/2011 4

Using Datatel to execute globally rather than manually. i.e., separating all employees from one PID in one batch, END dating a series of positions in one step, etc. 8.

5 1. I'm not sure 2. Provide larger mailboxes (> 100Mbytes). Learn how I use the computer and provide shortcuts to make this use more efficient. 3. Be prepared to help all of us when we finally transition out of Cognos into whatever it is we are changing to. 4. See #6 above 5. they are most helpful, could not ask for better service 6. answer the phone (no answering service) between the hours of We need a consultant 8. continue to teach and advise proper process 9. Not sure. 10. Great job and always helpful. Keep it up Source: 2011 Help Desk Administrative Services Survey results. 3/14/2011 5

they are most helpful, could not ask for better service 6. answer the phone (no answering service) between the hours of 8-5 7. We need a consultant 8.

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HELP DESK CALL HANDLING SCRIPTS

HELP DESK CALL HANDLING SCRIPTS FUTURE TECHNOLOGIES, INC. Error! Bookmark not defined. June 1999 1999 No part of this publication may be reproduced without permission from Future Technologies, Inc. Page