There’s a perception that the world of I.T. is all about numbers. In fact, it’s often about people helping people.
That said, let’s examine some numbers first – if only to illustrate the latter point.
Otago Polytechnic’s nine-strong Service Desk team, the people who typically field the “help – my computer won’t work” messages, registered more than 400 requests for April.
“That’s a big month for us,” says Colin Armstrong, Customer Support Manager.
“Our team feedback was near-perfect for April – 98.59%. There were 140 positive feedbacks comprising a score of 9 or 10, on a scale that ranks 10 as best; also, there were two ‘passive’ 8s recorded.
“It’s the highest number of April feedbacks we have received since we started keeping records in 2014.”
Colin says his team has been doing an “amazing” job.
“We have had Don Watts and Tim Hill-Scully on site at the Forth St campus, but they are the icing on the cake. The whole team has been doing great work to ensure our students are able to access the tools and technology to keep learning, or to keep staff members being productive.”
Don says the resilience of learners and staff to adapt to online learning has been “amazing”.
The broad range of positive staff and student feedback is testament to the Service Desk team’s efforts.
Here are just a few examples:
“The response time was 45 minutes from my request for help to a full solution . . .”
“Don . . . went above and beyond, helping me for about an hour in a remote session . . .”
“So thankful to Colin. He made something that I had been struggling with so easy and straightforward. Without his help I wouldn’t of got my portfolio in before the deadline . . .”
“Thank you so very much Tim, you have just made working from home hugely easier . . .”
“I could not have asked for better service! I logged a job and 1 minute later David contacted me, got my Teams issue sorted and got me back into the Teams meetings. Fantastic!!!”
“As usual, quick response and resolved the issue within a short space of time. Nice to hear a friendly familiar voice while on lockdown. Gave good clear instructions that I found east to follow. Thanks heaps.”
“You guys run this department in a commendable fashion. Friendly, timely, Knowledgeable and very, very effective.”
Published on 12 May 2020
Orderdate: 12 May 2020
Expiry: 31 May 2022