What
users desired most
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What
the CSC has done
|
- Should
quote service charge in advance.
|
Most
of the popular services have fixed charges and can be found
in the Computer Shop Buyer’s Guide under Intranet.
Also, users can, on the CSC Work Request Form, request a
quotation or estimation on service charge be provided before
the commencement of work.
|
- When
the end user is not the one who raised the CSC Work Request
Form, both the end user and the Form raiser should be
promptly informed in detail of what action has been taken
to serve that request.
|
Support
staff have already been instructed.
|
- Give
better estimate on when a technician can show up. Users
should be informed as early as possible if the technician
can’t appear at the scheduled time.
|
Support
staff have already been instructed.
|
- Help
Desk should not ask users whether their problems are related
to software or hardware, as users often cannot tell.
|
Support
staff have already been instructed.
|
- Staff
in certain offices or departments should be given higher
job priority.
|
Will
be considered on a case-by-case basis during job scheduling.
|
|
As our
operation is a self-financing one, all operation costs therefore
must be fully recovered from services rendered. To protect
our users, the service rates and quality are reviewed regularly
to ensure our rates are lower than market’s and our services
are value for money.
|
- More
telephone lines for Help Desk.
|
Situation
is being closely monitored and will add more lines if necessary.
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- Normally
calls made after 10AM or 3PM will not be handled in the
same morning and afternoon respectively. Should allow
some flexibility in job scheduling.
|
Will
be considered on a case-by-case basis during job scheduling.
|
- How
do users know whether the time a technician spent on their
machines is reasonable?
|
Can
appeal to one of the ADCSs if in doubt.
|
- When
the network response is slow, how can users tell whether
it is our network or/and the remote network being slow?
|
Additional
dedicated network equipment and software will be installed
to measure or test the network performance from individual
departmental LANs to the campus backbone.
|
- Users
should be promptly and properly informed when central
service is down or resumed.
|
A complete
review of the existing arrangement is underway.
|
- Users
should contact either the CSC or FMO for SmartLock repair
but not both.
|
To be
discussed with FMO.
|
- Reduce
the service waiting time.
|
Will
do our very best.
|
- Put
self-learning materials, e.g. literacy courses, PowerPoint,
etc. on departmental LAN.
|
To be
implemented.
|
- Single
password for all machines.
|
Being
studied.
|
- Accept
e-mail for simple requests especially those non-chargeable
ones.
|
Being
considered.
|
- Help
Desk office hour should be extended.
|
Stay
put unless additional funding is available.
|