IT Support team user survey 2026

Posted on Thursday 26 March 2026

We are always looking for ways to tailor the support we offer to meet your needs. Since launching our first ITSO survey in 2024, we have introduced several service enhancements based on your feedback and remain committed to building on this progress.

Your positive feedback

• Excellent staff quality – Users consistently described the IT team as polite, patient, approachable and very helpful, often going above and beyond.
• Highly appreciated support – The quality of support and problem resolution was frequently commended, with users feeling well supported and grateful for the team’s efforts.
• Valuable in-person and Zoom support – Zoom support for complex issues was appreciated, and successful in-person laptop setups demonstrated the value of direct, hands-on support.

You said where improvement was needed

• In-person support availability – Following a successful quarterly in-person IT support trial, we have extended our IT Drop-in service from six to eighteen hours per week, effective from Monday 9 March 2026.
• Current phone service coverage gaps – We will review our phone service hours in 2026, with particular consideration given to the 12pm to 2pm lunch period.
• Clear communication of IT Support service hours – In May 2026, there will be a new IT Support space in the Harry Fairhurst building, with clearly communicated service hours for all support channels. Also find them on our Contact IT webpage.
• Clear access to IT Support guides and website resources – We are reviewing the user journey and experience of our online support guides and IT Services website content, and will seek specific user feedback in our 2026 survey.
• IT case visibility for users – We are developing our case management tool to explore the creation of a dedicated web page where users can view the status of logged issues or queries, access support guides, and easily raise new requests.