Policy:
In an effort to better serve the University Community as well as others that the Systems Administration Unit interacts with, a very close eye will be kept on the performance of the Systems Administration Unit. Feedback is encouraged at any time, and will be specifically asked for according to this policy.

Procedure:

• The Systems Administration Unit will provide quarterly helpdesk reports to the director. These reports will include (but are not limited to) the following: number of tickets opened, number of tickets resolved, average resolve time, percentage of tickets resolved within one day and percentage of tickets resolved within one week.

• Annually, a “User Satisfaction Survey” will be sent to parties who interact with the Systems Administration Unit. This survey will be anonymous and will be returned to the Director. Suggestions, comments, and compliments will be welcome. The Director and Systems Administrator will then review the results of this survey and work to implement necessary changes.

• Results of either of these items will be made available to any affiliated parties who request them in writing. Requests can be sent to the help desk at help@inst.msstate.edu.