Your feedback matters!
The ICTS Servicedesk processes around 55,000 ICT requests from UM staff, students and local support staff every year. ICTS would like to know how satisfied or dissatisfied our end users are and has therefore a survey started as of 2 August 2022.
Tell us: how can ICTS Servicedesk help you better?
We continuously strive to improve the quality of service provided by the ICTS Servicedesk and ICTS. We are very curious about the things we can do better. We see that this can be done in terms of communication, speed of response, quality of solution or information provision. You can give us your opinion in a few short questions.
Your feedback matters!
It regularly happens that users submit several ICT requests per month to the ICTS Servicedesk. To prevent us from asking for your opinion too often, staff and students are asked to fill in the short questionnaire once a month at the most. Because of this system, evaluations are requested on random tickets!
We take every signal seriously, which is why an open comment field has been included. Perhaps you can just put things there that are not sufficiently highlighted elsewhere.
Tips
From the feedback, we would like to share the following tips:
- Call the ICTS Servicedesk in case of urgency. Only sending an email followed by a possible out office notification causes communication about this to stagnate unnecessarily.
- Check who your IT support is in advance, so you are not sent from ICTS to Local Support.
How?
An employee or student who has had contact with the ICTS Servicedesk (by telephone, e-mail or the Self-Service Portal) can receive an invitation to take part in a short survey after the conclusion of the relevant report. In this survey we are asked to assess our service on a number of aspects (quality, speed, user effort) and also to indicate whether and in which areas we need to improve. Filling in a survey takes 1 to 2 minutes.
Findings and follow-up actions
We like to collect feedback. But being transparent about the findings, results and follow-up actions is just as important. That is why we are happy to share them on this page. That way, you can see what your feedback yields! From August onwards, we started the ICTS Service Desk satisfaction survey. A weekly survey is sent out to both staff and students on a percentage of tickets handled. 1 in 5 surveys are completed. Of course, we would like to see an even higher response rate, especially from our students.
Results up to June 2023
Overall satisfaction is a whopping 88,1%, with scores on quality, speed and ease of solution. This is already a great result, but of course we aim for an even higher score. The satisfaction score shows where there is still work to be done. If you have not filled in 'excellent', an input screen will automatically appear in which you can indicate what can be improved.
Nice compliments
We received nice compliments of which we are proud. Some we are happy to share:
"ICTS colleagues are almost always very helpful. I'm glad we have you guys!
I regularly call on the ICTS Servicedesk and everyone is always very helpful and friendly. Very satisfied!
Very nice to have a name under it and nice to see the team once at this questionnaire!
Heads up!"
"As always, I have been helped quickly and competently with issues around my workplace. I am also very happy that central support is always easily accessible."
Measures undertaken
Every two months, based on the feedback (scores supplemented with comments), we work on a spearhead that we will work on (improving). The points below stood out because of the amount of comments.
Following your valuable feedback, we have taken the following actions to improve our services. (Below we highlight the follow-up actions. Of course, we review and take action on ALL feedback!)
From 3 July student version of ICTS Self-Service Portal available
Together with the student sounding board, we are busy designing a specific student version of the ICTS Self-Service Portal. In this student version, we incorporate the most common questions into categories of topics such as email, wifi, UM account and Multi Factor Authentication (MFA). When logging into the portal, it automatically recognises whether it is a student and displays the student version of the portal.
Ticket handling by local ICT support
If you submit a report to our ICTS Servicedesk and the ICT support for you as an employee is decentralised (faculty SBE, FPN, FSE and FHML largely), the ICTS Servicedesk will refer you to the relevant local ICT support. This would mean passing on the same report twice. To avoid this, from 3 July ICTS Servicedesk staff will forward the notification directly to the relevant local ICT support. In doing so, a ticket will still be created and you as reporter will receive a confirmation of this via e-mail. Check who arranges your local ICT support.