2012 ICT Staff Survey Responses
In 2012, ICT Services surveyed staff to determine the level of staff satisfaction with the range of services provided by ICT Services. The 2012 ICT Staff Survey Responses show the graphical results of the survey questions. In addition we also asked what changes or improvements you would like to see made.
Overall staff experience indicated that 85.5% of staff are either Very Satisfied or Satisfied with the overall quality of services provided by ICT Services. Whilst 71% of staff believe ICT Services provide timely updates on unresolved issues, negative perceptions exist regarding responsiveness and understanding by ICT Services staff of the impact of unresolved issues or failures.
The following information is designed to provide feedback regarding what we learned and also provide information on changes that we are making in response to the survey results.
What is the preferred mechanism for logging an issue for attention and resolution?
The preferred and quickest way to log an issue for attention for resolution by ICT Services staff is via ITSM Self Service. The ICT Service Desk is manned and monitored from Monday to Friday from 7.00am to 5.30pm. From Semester 1 2013, the ICT Service Counter will be located in the Hub in R Block making it easier for our students to find us and receive one on one assistance.
What Services does ICT provide?
The ICT Service Catalog contains a listing of all of the major services supported.
Difficulty in ringing ICT Service Desk and speaking to a person
Staff reported difficulties in talking to someone when they rang the ICT Service Desk on extension 1900. There were issues associated with the phone queues in the fourth quarter of 2012 but these were rectified following an upgrade to the Telephone System.
More self-help information requested
You indicated that you would like to have more self-help flyers to assist in resolving particular problems. The development of our FAQ site under the banner “How do I” has been developed over the past year. The addition of more self-help information is a priority in 2013.
Service levels and experience varies depending on who you contact
You indicated that the consistency of service levels was variable. This was due to a range of transition activities during the implementation of the new ICT Services staff structure together with the integration of the Service Desk and Desktop Support teams into a single team. It is our plan to have all front-line staff equally skilled and trained so that more calls and issues can be resolved at first point of contact. All ICT Services staff will be put through a refresher ICT Customer Training courses to ensure that client service continues as one of our highest priorities.
Support for new technologies such as iPads
Some staff requested more support for new technologies such as iPads. It is not possible for us to support every new technology and service offering. The ICT Services Committee is the governance body that we work with to determine what areas we can support and what resources are available.
Allow students to be able to manage their printing accounts online
As of the commencement of Semester 1 2013, a new student printing solution will be implemented at the Toowoomba, Fraser Coast and Springfield campuses. This solution provided by “Bear Solutions” will be managed by Campus Services. This solution includes printing, photocopying and scanning.
Wireless support, coverage and bandwidth needs improvement
Staff reported ‘blackspots” in the Library, Fraser Coast and Springfield. ICT Services is implementing a refresh to the Wireless network at our three campuses in 2013. Improvements in coverage and bandwidth are expected and an associated reduction in problems with “blackspots”. If you find an area not adequately covered by wireless base stations, contact ICT Services and let us know.
Finding information on our website is a problem
In 2013 we will be revamping and redesigning our website to ensure that information is easily accessible and appropriate to your needs.
More training courses and online access to these
Our training resources are being enhanced so that more courses and information can be accessed by staff online when and where you need it.
Where can I find a Telephone User Guide?
The telephone user guide can be found on the USQ website. Additionally, as part of the telephone upgrade that is currently underway a new user guide is being produced for the new iP phones.
Improvements to conference equipment
ICT Services will be upgrading the conferencing equipment in the first half of 2013. This will make it easier to use and with training provided in regard to the new equipment.
Where are the computer labs?
Information on the computer labs can be found on the USQ website. Additionally we will be providing information to students in the Campus Computing Guide that we will distribute during Orientation and via O week information sessions.