Modern Service Desk Transition
Project Overview
The UW-Whitewater Helpdesk will is transitioning into a Modern Service Desk in order to maintain and enhance IT support services in a cost effective manner. Now named the Technology Support Center, this area provides enhanced and additional IT support services to internal and external users of campus systems, tools and technologies.
Benefits
- Single point of contact created for IT customer services
- Provides enhanced IT support services to users of campus systems, tools and technologies
- Online request system for user convenience - iConnect
Current Status
FY10/11 brought notable progress in improving effectives of the campus Technology Support Center Helpdesk, with several service targets met:
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Deployment of iConnect Self-Service Portal for submitting requests for IT assistance. Approximately 15% of inquiries are now received via iConnect.
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Reduce number of abandoned calls by 20% over the year.
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Reduce Average Hold Time to less than 1 minute - Average hold/speed to answer for year was 1 min 20 sec, representing major improvement from 3+ min.
Year Long Stat Comparison | |
|
STAT |
Feb 2010 Feb 2011 |
|
Total calls |
2228 2195 |
|
Avg hold time |
3 min 1 min, 20 sec |
Service metrics for the TSC, such as presented in the table, were established and service level statistics were shared with campus. This is just one example of how iCIT is meeting the goal of assessing the extent to which we are perceived to be student/ or client oriented.
In 2011, we introduce a Knowledge Base (KB), allowing out TSC Helpdesk team to readily access how-to information and technology history to assist in common requests and issues. More than 60 articles populate the KB by iCIT staff. This has allowed Tier 1 support to find common answers to technology-related questions quicker and more efficiently.
Later this year, we'll open the Knowledge Base externally to customers to easily find answers to common technology questions.
