University of Waterloo | Library | Community Needs Assessment Process Group

Focus Group Responses to the Help Desk Survey

Timeliness

Dependent on location - HelpDesk staff are located in Dana Porter, where problems are addressed in a more timely manner. Other locations must wait for someone to come to their location. There is a inequaity of who gets service because of location.

Recommendation

Have someone on call at Davis to fix problems

15 min. Turnaround around time is all that is needed for some simple problems which cause delays in getting other work done

Recommendations:

Give Help Desk Staff a cell phone - beeper isn''t very lod.
Want more people available to go out to fix problems - unrealistic?

identify staff experts who staff could go to first - train staff to solve some problems and provide teaching to the department software "experts"

Should be more people on Help Desk? Maybe have 1 person on phone who takes calls and acts as dispatcher to other HelpDesk staff
* Dispatcher can give verbal assistance for simple problems - staff may then "get on with their job"
* Give a time estimate for when problem will be fixed
Be available during the hours 8-6
Emergency on call service on evenings and weekends (only for urgent problems)
Always talk to a person

Problem Resolution

Let users know how HelfDesk operates - what should they expect? What are the procedures?
Ensure HelpDesk staff know and understand priority ratings

Somethimes 1 person's problem is more important than user workstations

are user-based problems given immediate priority?

Library staff's understanding of time would provide alternative rationale for who are priority users

Send request by e-mail (less urgent ones)

Not feel like you're taking time someone with an urgent problem may need
Would like to see a report of problems logged - Maybe once/term?
Follow up e-mails would be good - "is this still a problem"? Possible to do at end of week.
Connect/consult with other Help Desks
You can rate your problem -They log problem and priority - you "know" it's been received and you can forget about it.
E-mail message when problem is solved (important if didn't appear at your machine - i.e. Reference Desk)
E-mail - arrives no matter if you're actually working in your office

System keeps record of all problems sent in - identify common problems in a group

Uses ystem records to fix anticipated problems - systems good

Clarity of Explanation

You don't need to be technical wizard - let's you focus on your job
Help is respectful - They don't talk down to you - courteous (yet sometimes go too quickly or give you more detail than needed.)
They always have a computer there - can re create your problem and walk you through a solution
HelpDesk Staff -

They treat each question as new

They have lots of knowledge on available software programs that can help you do what you want to do

sympathize with you - ex. Mac problem

You know who problem will be passed on to

Try to do best job at diagnosing problems - some better than others. Yet everyones communication styles differ
Recommendation that all HelpDesk staff have training on asking questions?
Recommendation that frequent problems and solutions available on Staff Web on a sheet of paper - staff would fix some problems on own - save some calls

Courtesy

usually always a person on the other end and the service gives an impression of being organized
Like to know specifically who to call * one phone number to call is convenient

Generally - they try to help and deserve a pat on the back

Much improved from what was very solution - oriented.

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July 25, 2005

Community Needs Assessment Committee

Focus Group Responses to the Help Desk Survey

Timeliness

Problem Resolution

Clarity of Explanation

Courtesy