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For support: call extension 5-Help (212-305-4357), email us, or instantly connect to a technician with CUMC IT eSupport

5-Help Technical Support Help Desk Survey

On August 2003 CUMC IT opened its Technical Support Service Desk (5-Help) to provide assistance with networking, computer hardware and software related problems. This service has allowed us to provide centralized support and call tracking. We are asking that all individuals who have taken advantage of this service take a moment to provide us with feedback. We ask that you to be as specific as possible in your comments about individual technicians or services to better assist us in improving our services.


 
E-mail (Optional): [e.g. abc123@columbia.edu]
 
Department (Optional):  
 
  1. Reason for calling the Service Desk?
    2. Email.
    Network.
    Software problem.
    Hardware problem.
    Installation Request.
    Security Issue.
    Other.

  2. When calling the Service Desk, my wait was:
    3. No wait.
    1-2 minutes.
    5-10 minutes.
    10-15 minutes.
    More than 15 minutes.

  3. My problem was addressed in a prompt and timely manner.
    4. Strongly agree.
    Agree.
    Disagree.
    Strongly disagree.

  4. The Service Desk team was able to resolve my problem.
    5. Yes.
    No.

  5. If not, there was follow up so that the problem was ultimately solved.
    6. Yes.
    No.

  6. Please rate the Service Desk team member that served you on a scale from one to five
    (five being extremely satisfied).

    7.  

     

    1

    2

    3

    4

    5
    Was the Service Desk team knowledgeable?  
    Was the Service Desk team courteous?  
    Was the Service Desk team helpful?  
    Did the Service Desk team communicate well?  


    If a desktop visit was required to solve this problem,
    please answer questions 7 - 9.
  7. Please rate the total time required to complete the repairs.
    8. 1 - 4 Business hours.
    5 - 7 Business hours.
    2 Business days.
    3 Business days.
    4 or more Business days.

  8. After the technician dealt with the problem.
    9. You were happy with the results.
    The repair wasn't 100% but you are managing with it.
    Several calls had to be made about the same problem.

  9. Please rate the Technician's Attitude.
    10. Excellent.
    Very Good.
    Good.
    Average.
    Disappointing.

  10. Please include with any comments, commendations, or suggestions (3000 character limit - approximately 3 paragraphs. Please email us if you'd like to send longer comments).
    Thank you.




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Last updated 8/24/2008

 
 
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