Dear all,
A couple of months ago I circulated a message on the list asking for
feedback on the III helpdesk service. Thanks to everyone who responded: i
received some very useful feedback on this topic. A copy of the results
was passed to III staff at the EIUG conference.
A brief summary of results:
- Overall impression of helpdesk service is good
- some specific III staff were mentioned as offering extremely good levels
of service
- some problems reported with more complex calls which may sit for a long
time without being answered (or never get answered!0
- problems occasionally fixed but calls not formally closed, or closed
without informing site.
- CS Direct not always up to date on progress with calls.
- response to 'system critical' calls is always good.
- specific problems with Metafind calls - especially in relation to
profiling requests.
- assignment of calls to 'software engineering queue' often results in no
response.
if anyone wants to see a copy of the full results please email me for this.
Tracey
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