Directors' Update - July 2019

What do you think of your IT equipment and networks? How satisfied are you with the IT helpdesk? Are you getting the support you need from IT staff?

Your views are important and will help us along with Liberata to monitor the quality of service provided and identify areas for improvement.

Please spare five minutes to complete this short online survey by Friday 26 July.

Complete the survey 

Remember to complete the feedback section after each contact with Helpdesk. Your comments are reviewed monthly to make sure the service meets our needs.

Here are some examples of how we’re taking your feedback on board:

You said:

Calls closed before job is complete

We did:

If not fixed by the initial call the user is contacted by Service Desk before closure

You said:

Some issues take a long time to resolve

We did:

New process to escalate ongoing issues into IT management and reviewed every week until resolved

You said:

Can’t always get through to Helpdesk

We did:

You can log calls with Helpdesk online http://sysaid/EndUserPortal.jsp

You said:

IT don’t always understand the priority of services

We did:

• IT User Forums have been reinstated from the 31st July 2019
• Council Business Continuity Plans are being reviewed and refreshed to identify criticality of services

You said:

Equipment not fit for purpose

We did:

• Council investing in desktop refresh to improve the speed of the user devices
• IT Strategy being refreshed in liaison with service managers