1. How did you contact the Help Desk?	Phone Email Online Request Fax
2. My time spent on hold was satisfactory.	Yes, it was. It was ok. Could have been better. No, it was not ok. No one picked up.
3. My problem was resolved in a timely fashion.	Yes, it was. No Comment. No, it was not.
4. The Help Desk Analyst was positive and professional.	No Comment Outstanding Good Fair Poor
5. The analyst was knowledgeable and helpful.	No Comment Outstanding Good Fair Poor
6.The analyst did not know an answer, but did research and called back as soon as possible.	It was right away. It was fine. It was a little slow. It took way too long.
7. Did the analyst resolve your issue over the phone?	Yes No
If you selected "No", please enter your HEAT ticket number.
8. How would you rate your overall experience with the Help Desk on this issue?	Outstanding Good Neutral Fair Poor
As a result of your experience, what service related improvements would you recommend?

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