New Direction for Solution Center Desktop Support
A new peer-to-peer support plan allows students to help other students with issues familiar to them, while full time IT professionals work with faculty and staff on what are often more complex issues.
For faculty and staff, the new support model will also include implementation of "total contact ownership". Under "total contact ownership," the person who initially answers the call will take ownership of the issue until it has been resolved or another person has agreed to assume this responsibility based on knowledge of the issue in question. "Total contact ownership" reduces on-hold time, allows customers to know who is working on their issues, and allows owners to regularly update customers on issue status. With this new support plan, a systems analyst will work with the call center to assist with contacts that cannot be resolved in the Solution Center, be available for issues that require their help, and help to identify issues that require more attention from other divisions of ITS or more experienced Solution Center staff.
Additionally, ITS offers a new system with two levels of structured support for faculty and staff: Core Support and CorePlus Support. Core Support is available to all faculty and staff and includes verification that the service in question is running, the account is working, and access to a minimum level of service is available. Questions from Core Supported customers requiring service beyond this level will be handled by referring the customer to the individual College, Department or local IT staff, providing links to online information, and offering hourly or custom support options.
CorePlus Support is available for university-owned equipment and includes all of the Core Support services plus the following:
- Hardware/software acquisition
- Software installation, configuration, and advanced troubleshooting
- Remote control of the customer's desktop for problem resolution
- Remote software updates
- Security updates and patches
- Mobile device support
- Printer support
- Priority service
If you have questions regarding these changes, contact the Solution Center.