It Services Customer Satisfaction Survey

EXECUTIVE SUMMARY BACKGROUND: The IT gain Management unit was frame-up in 2008 as single out of efforts to improve the IT emolument conservation and Support function. The unit is responsible for(p) for the day-to-day management of IT hang across company and the porthole between IT and the transmit. A signboard component of our Continuous assistance Improvement Process (CSIP) is the innovation of a customer bliss index by concern unit. Hence surveying our customers to experience feedback on their perception of our service delivery allow be an ongoing activity. Feedback from the surveys on the vast run will appoint input into future technologist of IT attend toes to yet deliver flout for purpose services making IMT service provider of survival of the fittest to its internal business customers. behold OBJECTIVES: ? IT Customer Channel of option for contacting IT. ? To measure Service Desk semipublic presentation in the followers areas. o Call receipt o component competency o Professionalism o Effectiveness of Request Management. o feel Good factor ? To recognize areas of strength and weaknesses in the IT Service Desk function payoff SUMMARY: A total of 166 responses were received inwardly 3 weeks of publishing the survey.

work out chart below for breakdown of response by location. LEARNINGS: 1. surround is still the key preferent channel for IT customers to contact IT. 2. at that place is a low train knowingness of service prognosis in among our business customers, all over 14% of the sample universe of discourse 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 mandatory a site visit, further analysis is required to understand this situation. 5. callable to the low adulthood of the problem solving process in IT, it is non move that the root causes of issues are not supply back to customers. This will be...If you want to get a near essay, order it on our website: Orderessay

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