MCSU Support Survey Response Initiatives

The following initiatives were developed in response to the data collected in the support survey:

Initiative	Status
Develop IT induction manual to assist new (& existing) Faculty of Medicine staff eg. How to get access to email, UNIPASS, Citrix, Lotus Notes, File Server, Medicine Domain access.	Completed. Included in the new Faculty of Medicine Staff Induction Manual.
Further investigate direct call-logging to MCSU.	Pending.
Provide troubleshooting tips on MCSU web site for common problems eg. VPN, accessing Faculty of Medicine File Servers.	In-Progress.
MCSU Technical Support staff to undertake full/complete installation of software (unless local hard disk space limitations) eg. installing all components of Microsoft Office.	Completed. Now included as part of our support guidelines for Technical Support staff.
MCSU Technical Support staff to provide better feedback/explanation of problems and resolutions.	Completed. Now included as part of our support guidelines for Technical Support staff. This was also discussed and reinforced in the Customer Service course, which all MCSU Technical Support staff attended in December 2004.
Communication skills and customer service training for Technical Support staff.	Completed. Technical Support staff undertook Customer Service training in December 2004. This course was developed specifically for IT staff and conducted by the UNSW Staff Development Unit.
Provide guidelines to staff located in the Area Health Services (SESAHS, SWSAHS) to assist them in deciding if support request call should be logged with UNSW IT Service or other support provider eg. SESAHS ISD.	In-Progress.
MCSU Technical Support staff to thoroughly check that problem has been resolved before it is support request call is closed.	Completed. Now included as part of our support guidelines for Technical Support staff. This was also discussed and reinforced in the Customer Service course, which all MCSU Technical Support staff attended in December 2004.