Survey Results

This survey was sent via email to all UA Statewide Administration Employees in July of 2005. These are the results.

1. What is a reasonable time to be on hold when you call the Statewide Help Desk for IT support during business hours?

2. What is a reasonable response time when you email the Statewide Help Desk for IT support during business hours?

3. Do you expect the help desk to posses the ability to reset your password for all administrative accounts when requested?

a) If you answered yes, what is the resolution time you expect?

4. What is a reasonable resolution time when you request a desktop enhancement such as new hardware or a new application installed (assuming the requested hardware or software is on-site and available)?

5. How much advance warning should you receive from the Help Desk about scheduled outages for the following systems/applications:

a) Banner

b) Email

c) Meeting Maker

d) Roxen

Updated 19 August 2005