It Services Customer Satisfaction Survey

EXECUTIVE SUMMARY BACKGROUND: The IT proceeds Management building block was setup in 2008 as part of efforts to improve the IT go preservation and Support function. The unit is responsible for the day-to-day worry of IT serve across company and the interface between IT and the transmit. A mark component of our Continuous Service Improvement help (CSIP) is the unveiling of a customer satisfaction index by avocation unit. Hence surveying our customers to obtain feedback on their acquaintance of our expediency delivery will be an ongoing activity. Feedback from the surveys on the huge run will form input into incoming engineer of IT processes to further deliver fit for purpose service devising IMT service provider of choice to its internal business customers. stare OBJECTIVES: ? IT Customer Channel of preference for contacting IT. ? To measure Service Desk public presentation in the following areas. o turn to receipt o component competency o Professionalism o Effectiveness of Request Management. o feel Good federal agent ? To identify areas of strength and weaknesses in the IT Service Desk function take SUMMARY: A total of 166 reactions were received within 3 weeks of publishing the survey. See chart below for breakdown of response by location. LEARNINGS: 1. Telephone is still the key preferred line of merchandise for IT customers to contact IT. 2. There is a low level consciousness of service expectation in among our business customers, over 14% of the sample population responded in the negative to inquiry on knowledge of SLA. 3. There is a broad consensus on the knowledge of the Service Desk Agent, it is perceived to be high. 4. For every 2.5 calls received, 1.5 required a site visit, further analysis is required to understand this situation. 5. due to the low maturity of the problem solving proce ss in IT, it is not surprising that the root! causes of issues are not go forth back to customers. This will be...If you want to get a honorable essay, order it on our website: OrderEssay.net

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