Hi Tracey,
I guess everyone has had different experiences with the helpdesk and
SOAS' has been generally favourable. I think they respond fairly
quickly and we have had no major problems with the level of support.
I don't have any outstanding calls. The only long-term job is to arrange
loading advanced keyword searching, but it is SOAS who are delaying
this not iii.
I will say that in the past we have had a number of long-term
outstanding jobs.
One was the display of Persian characters and the other was printing
the sterling symbol on purchase orders.
For these I felt iii dragged their heals a bit. They eventually got round to
supporting Persian, but they washed their hands of the sterling
problem. After various attempts to fix it they finally said they don't
support that type of printer as it wasn't a systems printer. So I cant say
I am particularly satisfied by that - we have had to learn to live with it.
Colin
> Sent: 26 July 2005 14:57
> To: [log in to unmask]
> Subject: Re: III helpdesk
>
>
> Hi Tracey
>
> Should we send our comments to the list or to you personally?
>
> At 14/07/2005 16:41, you wrote:
>
>
> Hi,
>
> On behalf of the EIUG Committee, I'm looking for some
> informal feedback
> about III helpdesk levels of service at present. Would
> anyone care to
> comment on the following?
>
> 1. What is your overall impression of current help desk
> service levels?
>
> 2. What is your overall impression of response times for
> your queries?
>
> 3. How many outstanding calls do you currently have with
> the helpdesk?
>
> 4. Of these calls, how many have been outstanding for 3
> months or more?
>
> 5. Can you give any examples from your experience of
> particularly good or
> particularly poor service?
>
> Many thanks,
>
> Tracey
>
>
> Regards
>
> **************************************
> Sheila Smart
> Library Systems Co-ordinator
> Library
> Ext: 2316
> **************************************
>
>
Colin Rennie
Systems Librarian
School of Oriental and African Studies
Thornhaugh Street
London
WC1H 0XG
020 7898 4191
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