IT Support Survery Ideas

[eddrogers84]

Dear all

 

I was just wondering if I can use peoples heads and past experience.

 

I have just started at a new school, sadly the schools IT reputation and image is a little damaged.

 

I am keen to send out a survey (on MS Forms) to gather feedback to help me review the bigger picture.

 

I was just wondering if people had any examples of this surveys from their own schools/work place so I can look at the types of questions and response given to help enhance my own survey.

 

thanks

 

Edd

[lears]

I was in a similar situation back in 2015 when i joined a network manager who had just taken over from a managed IT service.

 

People didn't trust IT staff one bit and felt that if they did bother to submit a ticket, it wouldn't get done anyway! I found the best thing to do is to just get on with the job for a while, then ask for feedback later.

 

Once people see what a great job you are doing, they'll be singing your praises anyway.

 

Fast forward to 2017 and i was in the same school, a new deputy head starts and he has an axe to grind - so we send out a survey, and since the reputation had improved so much, he didn't have a leg to stand on!

 

IT Support 1 - Deputy Head 0

[TechMonkey]

I have just recently done one. For generic IT Department questions I just asked if they used the Help Desk and if not what were the reasons that stopped them, with tickboxes for the main gripes and an other box. Then I had an array with 1-5 options for Response Times, Clarity of explanations and instructions, Communication, Approachability (for asking questions or proposing ideas) and overall. I asked what IT related issues they felt hindered their job with the options "None, Lack of hardware (PCs or mobile devices), Lack of specific software, Personal knowledge, Paper based systems still being used, Speed of system, Stability of the system, Printing/Copying, Other" and a free text box for any other issues. I then had a section on IT in teaching & learning that was hidden from Support staff, a question about personal devices, CD/DVDs and then a question about what training they would like. Finally a free text box for some final thoughts.

 

Was well received and it means when we do another one we will be able to see if our scores in those areas have gone up or down. Most of the other questions were due to particular things the school wanted to find out. Generally I would keep it short and sweet and get answers that can be graded with the option to expand in a free text box. People will generally open up to their reasoning but if you only have a text box it makes it harder to analyse. There is a massive debate to be had over anonymous or not. I generally go for anon, to encourage people to fill it out honestly, but this year we had a lot of really dense answers that I wish I could follow up.

 

Message me if you would like a PDF of the survey to get an idea of how it was.

[bald_pig]

I was in a similar situation, don't bother with an online survey imo.

 

When I started I made sure I was introduced to everyone in an all staff briefing, I then spent the time visiting every class teacher, seeing how they use their equipment, and discussing their needs and issues.

 

You can email out as many surveys as you like, but if they don't like/trust IT they will probably be ignored. Make yourself approachable and engage with the staff, and you will quickly have them on board.

[lears]

I was in a similar situation, don't bother with an online survey imo.

 

When I started I made sure I was introduced to everyone in an all staff briefing, I then spent the time visiting every class teacher, seeing how they use their equipment, and discussing their needs and issues.

 

You can email out as many surveys as you like, but if they don't like/trust IT they will probably be ignored. Make yourself approachable and engage with the staff, and you will quickly have them on board.

 

Totally agree ^^^^

[eddrogers84]

Hey

 

Thanks for the feedback. A survey isn't my only answer. I just want to give everyone a voice including pupils. I am already meeting with all HoDs 1:1 and introduced in staff briefing. Have already made a number of positive changes/initiatives. So not too worried about how I will approach this. The perception has already taken a positive turn in just 9 days purely because I am communicating with people. BONUS!

 

Main thing is to give everyone the perception that they are giving valuable input into a "broken system".

 

A number of proposals are already being written to address a number of the bigger ticket items.

 

Thanks

 

Edd

[mthomas08]

I then spent the time visiting every class teacher, seeing how they use their equipment, and discussing their needs and issues.

 

This is what I did. Checked every classroom, had a nice look at anything that can be improved with little to no cost. Think improving the state of the cables or putting staff PCs under desks (if its what they prefer). What doesn't work? What needs improving? what's unreliable?

 

I'd also suggest avoiding doing one building/dept at a time. Try and make a single improvement to each area so they all know something is being done - word will fast get round. We also scrapped the help desk and just used an email group. It really helps that I have two techies that get jobs done very very quickly.