Help Desk survey results are in
The Office of Student Computing Resources (OSCR), in the planning stages of opening a new 24-hour-a-day/7-day-a-week help desk this fall in the Martin Luther King, Jr. building at Mountain and First Street, is using student survey responses for what services will be offered and when.
Students voted last year for 24-hour help when they approved the IT fee, and OSCR wanted to ensure that the services students need most will be available. A Help Desk Survey was made available through StudentLink March 31 through April 11, which garnered 280 responses. The survey results are being used by OSCR to plan for the help desk.
What they want
The top services survey respondents wanted were: data recovery (73.9 percent), hardware assistance (69.6 percent), general computing assistance (62.9 percent) and virus and spyware assistance (62.9 percent).
When they want it
Respondents were asked what method they anticipated utilizing for services. The most popular method for getting help between 8 a.m and 6 p.m. was walk-in service (88.6 percent), while from 6 p.m. to midnight they expected to want phone (63.2 percent) or e-mail (62.9 percent) support, and from midnight to 8 a.m. they showed a preference for e-mail inquiries (63.6 percent).
Information from the survey on hours of service availability will be used for staffing decisions, and responses on what kinds of support students wanted will influence staff training.
For more information about the help desk or survey results, contact Kate Rehkopf at 626-3914.
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