Technical Services Review

Campus
Clayton
Gippsland
Peninsula

Group
Academic staff
General staff
Research student

Performance

Q1 How would you rate the ease of submitting IT and web support requests?
5 (excellent)
4
3
2
1 (poor)

Q2 How would you rate the amount of communication (e.g. emails, phonecalls) received during the time your support request was in process?
5 (excellent)
4
3
2
1 (poor)

Q3 How would you rate the quality of communication (e.g. emails, phonecalls) received during the time your support request was in process?
5 (excellent)
4
3
2
1 (poor)

Q4 Overall, how would you rate the professionalism of the technical services team?
5 (excellent)
4
3
2
1 (poor)

Q5 Overall, how would you rate the support provided by the technical services team?
5 (excellent)
4
3
2
1 (poor)

Request Response

Q6 For urgent requests, how long have you had to wait, on average, for a response to your support services request (made during normal business hours)?
less than 30 minutes
30 minutes - 60 minutes
1 hour - 3 hours
3 hours - 1 business day
1 business day or more

Q7 For normal requests, on average, how long have you waited for a response to your support services request (made during normal business hours)?
less than 3 hours
3 hours - 1 business day
1 -2 business days
3 -5 business days
6 or more business days

Request Resolution

Q8 On average, how long have you waited for a resolution of your requests?
less than 3 hours
3 hours - 1 business day
1 - 5 business days
5 - 10 business days
10 business days or more

Q9 How many of your support services requests have been resolved over the phone?
none
some
about half
most
all

Services

Q10 Please list 5 services you know of that are provided by the technical services team.
(limit to 70-80 words - max 500 characters)

Q11 Are there other services not currently offered but which you feel should be considered by the technical services team?
(limit to 70-80 words - max 500 characters)

Q12 Do you have any suggestions on how we could improve our service?
(limit to 70-80 words - max 500 characters)

Website

Q13 How often do you use the Education Faculty website?
Daily Weekly Monthly Less often Never

Q14 Thinking of the Faculty Website, how often do you find the information you are looking for:
Always Most of the time Sometimes Rarely Never

Q15 How often do you use Insite?
Daily Weekly Monthly Less often Never

Q16 Thinking of Insite, how often do you find the information you are looking for:
Always Most of the time Sometimes Rarely Never

Q17 Is Insite set as your homepage on your web browser? Yes No

Q18 If you do not have Insite set as your homepage, what is? (don't be shy)

Q19 Do you read Ednews?
Twice a week (every issue) Weekly (every second issue) Monthly (once or twice a month) Less often Never

Q20 Please list any suggestions on how we can improve Insite/Faculty website (include problems):

General Comments

Other comments:
(limit to 70-80 words - max 500 characters)

Thank you for your time and thoughtfulness.