Dawn Wing IT Support | QuestionPro

From your overall experience of reporting an IT problem, please answer the following questions! How did you contact the IT Helpdesk?

Phone

Email

In Person

Other

When you are reporting an I.T. problem, do you know how to contact the Dawn Wing IT Support Team?

Yes

No

When you contacted the IT Support Helpdesk do you always request to deal with the same person irrespective of what your problem is?

Yes

No

IF you phoned please rate your experience when you contacted the IT Helpdesk?

The person who answered resolved my problem by transferring me to another technician.

The person who answered understood my problem and solved it.

The person who answered did not know how to solve my problem and retuned my call with the resolution.

My problem was not resolved.

Other

From the time you first called the helpdesk how long did it take to solve your problem?

Solved immediately over the Phone.

Less than an hour.

Less than two hours.

Less than a full day.

One to 2 workdays.

Problem was never resolved.

If your problem was not solved straight away were you informed of its status in the department i.e. it was in a queue?

Yes

No

If you could log your call using the Internet would you do so?

Yes

No

If before logging your call with the support team you could try and fix the problem yourself using information online would you do so?

Yes

No

Drawing from your experiences logging an I.T. problem, can you suggest any other ways that the help desk could be improved ? Please be concise !! Thank you !