One of the key duties for anyone who oversees a company's IT support staff is to assess the aptitude of his or her agents. An effective way to do so is to query the people that your agents help — typically, the employees who work for the company but aren't overly tech savvy. After an employee has logged a help desk query and received aid from an IT support agent to the point at which the employee deems the original issue to be fixed, you should send out a survey that allows the employee to grade the agent. Here are some specific questions that the survey should ask.
Did The Agent Devote Enough Time To You?
You want your IT support agent to manage a lot of cases during the day, but not make the employees who are asking for help feel as though they're merely a number on a lengthy to-do list. Ask the employees if they felt as though their IT support agent spent an appropriate amount of time fixing their problem. Someone who makes sure to ask, "Does that fix your problem, or is there something else you need?" is better than someone who assumes the issue is correct and moves on.
Were The Agent's Responses Tailored To Me?
Employees can often get frustrated when they feel as though their IT support agent is providing them with generic answers. This can indicate that the support agent isn't overly invested in helping, which is obviously the last thing that you want. No one wants to report a specific issue to an IT support agent and receive an answer that appears as though it's been copied and pasted from an online tutorial. The more specific the agent's answers can be, the happier the employees will end up.
Was There Anything That Made This Less Than An Optimal Experience?
Giving the employees an open-ended question about their overall feelings about the experience can be valuable as you work to assess your individual IT support agents and improve how your department delivers services to the rest of the company. You may get a wide range of comments here, and you can evaluate them to notice whether certain themes continue to come up. For example, if an IT support agent gets critiqued for his or her communication issues despite being highly knowledgeable, you might want to help this person improve with delivering tech concepts in an easy-to-understand manner.