IT Launches Help Desk Initiative
dwaldron October 19th, 2006
IT has launched an initiative to improve the quality of help desk service. Our initial focus is on improving phone coverage throughout the business day–and we have already significantly reduced call abandonment rates. This summer we began the implementation of a professional help desk call tracking system. This system will allow us to track each problem through to resolution, will facilitate communication between the user and the help desk, and will provide metrics to help us evaluate our performance. In an effort to provide easy access to our services, we have also developed a new help desk phone tree. The next time you have a technical question or problem, please call us at 330 287-3000, extension HELP (4357).
IT will pursue this initiative throughout the balance of the academic year. As we make new services available in conjunction with this initiative we will announce them here on the blog. Check back often.
We look forward to serving you better!