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Computing Infrastructure Support (CIS) Computing Support Request Computer Security Unix Services ISS Mercury Project |
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New Survey to Gauge Satisfaction with Computer Support at Lab The Computing Infrastructure Support Department has launched a new service to measure employee satisfaction with computer support efforts at the Lab. Although administered through the Help Desk, the survey seeks employee input on all aspects of computer support, from contacting the Help Desk to receiving technical support. Here’s how the survey works. After an employee contacts the Help Desk (by calling 4357, writing to trouble@lbl.gov or completing a web request form at: http://www.lbl.gov/cs/help/helpform.html), the problem is either solved on the spot, or in more difficult cases, a trouble ticket is opened. In those trouble-ticket cases, when the Help Desk determines that the problem has been fixed and the ticket can be closed, a message will be sent to that effect to the requesting employee, with the survey form appended to the message. Participation in the survey is voluntary. In addition to rating ease of contact, professionalism and competency, communication and followup, time taken, and overall handling of the call, the employee can also ask that the trouble ticket be re-opened. Respondents can also provide additional comments and ask for a response. All comments will be forwarded to the head of the Computing Infrastructure Support Department for review. "We truly want to hear from our customers how we’re doing so we can improve our services," said George Porter, head of the Help Desk. "We’ve recently added a sixth person for the Help Desk and hired new people for computer support. We think we’ve improved the overall level of computer support at the Lab over the past year, be we need to hear from others about what we’re doing well, what we could do better and whether we need to provide new services." |
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