Time to Resolve Computing/Technology Problems
The survey identified response times to technology problems as one of our primary areas needing for improvement. The Technology Helpdesk is taking the following steps to improve this issue.
- We have implemented a set of “Service Level Agreements” with response time guarantees for each request that cannot be immediately resolved. Depending on the priority of the issue, customers will be updated at regular intervals on our progress in resolving the problem, and problems that remain unresolved for a certain length of time (depending upon priority) will be automatically escalated to the attention of a manager. LIS will share the details on how priorities are defined and the time frame guarantees for each priority level in the fall of 2013.
- We have implemented a new ticketing system called Web Help Desk, which will enable users needing assistance to submit their own service requests (called “tickets” in helpdesk parlance). Users will also be able to check on the status of existing tickets, to view the computer/technology hardware assigned to them and when they are due for upgrade, to view FAQs relating to the problem they describe, and other improved services. It also allows us to survey users periodically on their satisfaction with how an issue was resolved, so that we can continually assess and target areas that may need improvement.