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Wilfrid Laurier University Information and Communication Technologies
August 29, 2014
 
 
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Information and Communication Technologies

ITS introduces first step in improved support for all campuses through two new service desks

Communications, Public Affairs & Marketing

Jul 27/11

Laurier’s Information Technology Services (ITS) is introducing improved service initiatives to meet the unique needs of the different user groups within the Laurier community.

Beginning August 15th, the former ITS Help Desk will be split into two service desks: an Employee Service Desk devoted to faculty and staff ITS support and service requests, and a Student Service Desk devoted to student support needs.

“This change is a key component of Laurier’s ICT renewal plan,” says Tom Buckley, vice-president: academic services. “By devoting specific service desks to specific needs, we will be able to respond in a highly efficient manner.”

To provide quick, effective service, all ITS-related calls will be directed through either the Employee Service Desk or the Student Service Desk. Every attempt will be made to resolve callers’ issues during the initial phone call. If the request cannot be resolved at first contact, it will then be logged as a service request and the most appropriate local ITS support staff member at each campus will respond directly.

“This process is consistent with ITS best practices, and we are confident that the Laurier community will benefit from this streamlined approach,” says Julie Topic, director, ICT support. “We encourage everyone to direct all of their IT-related questions through their appropriate service desk.”

The Employee Service Desk staff will be dedicated to providing ITS support for faculty and staff, including account issues, GroupWise email support and service requests.

The Student Service Desk will be staffed by students who are familiar with student ITS needs, including support for Novell or myLaurier accounts, wireless, ResNet and other systems such as LORIS and myLearning Space.

Brantford: Staff and faculty can direct all ITS-related requests through the Employee Service Desk by contacting ext. 5725 or help@wlu.ca. The Student Service Desk can be reached at ext. 2222 or support@mylaurier.ca. Students, staff and faculty can request support in person at RCE 110. To enter a service request online, click http://216.249.55.39/wlu/

Waterloo/Kitchener: Staff and faculty can direct all ITS-related requests through the Employee Service Desk by contacting ext. 4357, help@wlu.ca or in person on the third floor of Bricker Academic. The Student Service Desk can be reached at ext. 2222, support@mylaurier.ca or in person in the Concourse. To enter a service request online, click https://www.wlu.ca/forms_detail.php?grp_id=2032&frm_id=2039

ITS will also move to an automated attendant for the Laurier Waterloo switchboard (519-884-1970) to provide more efficient connectivity. Laurier Brantford successfully uses an automated attendant for external callers.

“This model of service delivery will allow us to provide more efficient connectivity and enhance customer service,” said Buckley. “Callers will still be able to press zero to reach an operator if they prefer.”

With the automated attendant, callers will be able to choose from a number of preset menu options, and can reach people by entering their extension or the first few digits of their last name.

All changes will be implemented by August 15th.


 

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