Dr. Bob Smiley, Chief Information Officer (CIO)
Over
the past several weeks we have been working on the Help Desk,
developing it into a contemporary Service Desk. This new Service Desk
was launched October 18, 2013, and there is much to learn about its function
and how we can grow our service to faculty and students.
We have updated the categories to reflect more
contemporary language, and changed the way tickets are handled so they
go directly to the Technicians and Innovation Specialists without any
intervention by the Help Desk.
Another change is that Innovation Specialists will
receive tickets directly to their phones and their e-mail (just like the
Technical Staff). When a faculty member enters a ticket for support
that is best answered by an Innovation Specialist, they receive the
ticket directly - lowering the time to service the ticket dramatically.
Technical problems will continue to go to Technicians, Innovation type
questions will go directly to the Innovation Specialists.
We have made many other changes and improvements
that will dramatically improve the way we provide service and the
timeliness of that service.
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