Center for Information Technology Services
Help Arrives for the Help Desk
Late last year a new system—Web Help Desk—was implemented for CITS and the schools of Nursing and Pharmacy to improve how requests are cataloged, routed, and tracked. As of this writing, the School of Law is planning to adopt it, and the School of Dentistry is currently evaluating it. The major benefit to users is e-mail notification of the status of a request—called a “ticket”—as it moves from open to resolved status. Future enhancements will include the user’s ability to submit and check ticket status online.
A new phone system—Cisco’s Unified Call Manager—was also recently installed for the CITS Help Desk. Now phone calls are sent directly to help desk representatives, not routed through a messaging system first. If all help desk representatives are busy, the caller can leave a voice mail message. Taking advantage of the campus’s new Voice Over Internet Protocol phone system installed by CITS, voice mails are converted to e-mails for faster replies.
The Help Desk at the CITS Assistance and Service Center is available by phone (6-4357), e-mail (firstname.lastname@example.org), fax (6-4191) or walk-in visit (room LL06, Health Sciences and Human Services Library). Hours are 8 a.m.-5 p.m. every day including weekends (the help desk is closed on some holidays). After-hours support for critical systems is available by phone or e-mail 5:00 -10:30 p.m. Monday through Friday.