I work in information security performing risk assessments and handling incident responses. At our company, we have a person that is our IT help desk (Tom). We only have 5-7 people in the office so it’s pretty small.
Tom uses a web app so we can request access to certain files, create shared folders, anything for collaboration really. I was also involved in the interview of Tom and while he is very nice, I thought he was lacking experience for the job.
Anyway, the problem is that Tom is very very slow at his job. When we obtain a new client, I request access to about 3 resources and on average, I receive access about 5 hours later. This is very frustrating.
The biggest problem is after access is granted to a resource, the Web app automatically sends out a email with a rating of 1-5 for us to rate the “Help desk experience”.
Every time the experience is a 1/5 (unsatisfactory) but I know it isn’t the help desk but it’s a single person, Tom. It is much more personal and so I give a 4/5 every time.
I have come to the conclusion that Tom is just very slow and has zero urgency.
How do I properly give feedback in this instance when the “help desk” is actually just Tom and I don’t want to hurt his feelings but also keeping in mind he is slowing me down tremendously?
Things I have tried:
- Ask a ton if Tom needs help figuring out any of the systems. I can see he understands them
- Send him private messages on email basically saying “Hey I submitted a ticket! Can you take a look and grant access so I can proceed with this client? Thanks!”