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5-Help Technical Support Help Desk Survey

On August 2003 CUbhis opened its Technical Support Help Desk (5-Help) to provide assistance with networking, computer hardware and software related problems. This service has allowed us to provide centralized support and call tracking. We are asking that all individuals who have taken advantage of this service take a moment to provide us with feedback. We ask that you to be as specific as possible in your comments about individual technicians or services to better assist us in improving our services.


 
E-mail (Optional): [e.g. abc123@columbia.edu]
 
Department (Optional):  
 
  1. Reason for calling the help desk?
    2. Email.
    Network.
    Software problem.
    Hardware problem.
    Installation Request.
    Security Issue.
    Other.

  2. When calling the help desk, my wait was?
    3. No wait.
    1-2 minutes.
    5-10 minutes.
    10-15 minutes.
    More than 15 minutes.

  3. My problem was addressed in a prompt and timely manner.
    4. Strongly agree.
    Agree.
    Disagree.
    Strongly disagree.

  4. The IC Team was able to resolve my problem.
    5. Yes.
    No.

  5. If not, there was follow up so that the problem was ultimately solved.
    6. Yes.
    No.

  6. Please rate the IC Team member that served you on a scale from one to five
    (five being extremely satisfied).

    7.  

     

    1

    2

    3

    4

    5
    Was the IC Team knowledgeable?  
    Was the IC Team courteous?  
    Was the IC Team helpful?  
    Did the IC Team communicate well?  


    If a desktop visit was required to solve this problem,
    please answer questions 7 - 9.
  7. Please rate the total time required to complete the repairs.
    8. 1 - 4 Business hours.
    5 - 7 Business hours.
    2 Business days.
    3 Business days.
    4 or more Business days.

  8. After the technician dealt with the problem.
    9. You were happy with the results.
    The repair wasn't 100% but you are managing with it.
    Several calls had to be made about the same problem.

  9. Please rate the Technician's Attitude.
    10. Excellent.
    Very Good.
    Good.
    Average.
    Disappointing.

  10. Please include with any comments, commendations, or suggestions.
    Thank you.




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Last updated 7/20/2006

  
 
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