I'm working in R&D of a multinational chemical company. The standard process for any IT related issue is to call global helpdesk, which is located somewhere in the globe.
Their reputation in the company is quite low due to several factors. I'm not an IT professional, but I've quite good experience, I try to avoid calling them, and ask help only in cases where it's absolutely necessary (admin rights, access to databases ...).
Whenever they solve an issue, they ask users to rate their service, if rating is lower then 3/5, then explanation is also required and an automatic escalation ticket is opened. This ticket is generally dealt by the local IT manager.
Many cases I've complained on the quality of the service (time to solve the issue, lack of knowledge of personnel ...), but I never get real answer on my question.
Now I've contacted again local IT manager asking status of one of my escalated issues, he looked after it, and told he don't understand my issue, because "the original problem is solved".
This is our constant end point, I state that I'm not happy with the quality of the service, and he replies that the issue is solved, and he doesn't understand my escalation. (I've tried to explain it to him several times, through e-mail, phone, and also in person (not a format occascion, just meeting him in the office)).
What can I do here?
My last option would be to involve my line manager (located in another region) and my regions R&D manager (who has more influence on local IT), but I try to avoid so drastical ways as far as possible.
it seems my message is not clear, I try to summarize:
- I've an IT related issue, helpdesk solves it, then - after closing - sends me an automatic e-mail, asking my feedback; if the feedback is negative, the system creates an escalation ticket automatically
- I consider this situation to be similar to a feedback e.g. on a hotel booking site:
People go to hotels, leave the hotel then write they experience, they stay is over, they don't expect anything more from the hotel, just give feedback, so the hotel can improve where necessary (of course, also they advice other travelers, but that's a different story)
- my feedback is "I'm very unsatisfied, because it was slow / agent was too rude..." (the ticket is closed, so the issue is solved, I'm rating the service, AFTER the process) - still my IT manager says "the issue is solved, I don't understand your problem", and there are similar comments too. Do I have misunderstanding about the process?