OIT services in the spotlight: service desk
Aug 15, 2018The Office of Information (OIT) service desk team (formerly referred to as the help desk) is fundamental to the success of our technology efforts on both the Denver Campus and Anschutz Medical Campus. The team of seven full-time staff members and nine students serve as a single point of contact for CU faculty, staff and students to answer technology-related questions as well as support the rollout of new IT services.
Last month, the service desk received more than 3,500 calls, answered 625 email requests, and managed 70 self-service portal requests. Ted Geissler, who has managed the service desk since the beginning of this year, has seven years of experience in customer support within OIT and is pursuing a master of science in management and organization (he already earned an MA in teaching).
Reflecting on his role over the past six months Geissler says, “I’m always interested in working on ways to improve our service and my door is always open to receiving feedback on how we’re doing.” As he focuses on how to best manage service excellence and the ability to resolve an issue on first contact, one of his first goals was to create a new phone tree. This summer, the phone menu restructuring went live, enhancing the process to make customers’ experiences more streamlined and efficient. For example, the new menu system reduced the number of phone queues from 10 to 3, meaning that callers will be connected with a live agent faster than ever.
With the influx of requests that the team receives every day, meeting Geissler’s service excellence objective included more comprehensive training for the staff to provide improved support for faculty, staff and students. IT Professional Dawn Bing, who has been with the service desk for three and a half years, says the team is learning more about what they are doing well and how they can support each other to better help clients. “I’ve got a mentor and I’m getting training…I’m so excited because it doesn’t seem like there’s any limitation to what we can do together,” Bing told fellow colleagues recently at an OIT town hall meeting.
The service desk is available to answer calls from 7:30 am – 5 pm, Monday through Friday, using the phone support system by dialing 4-4357 (4-HELP) from a campus phone or through the chat portal on a device. If a request is not urgent, there is a self-service portal available to submit a ticket through our service management ticketing system. Some customers take advantage of the walk-up option on the 13th floor of the Lawrence Street Center OIT office on the Denver campus, open from 10 am – 2 pm during the week.
For an overview of services offered by OIT, watch the CU Productions video on our YouTube channel: CU Denver|Anschutz OIT or visit our website: oit.ucdenver.edu.
