June 3, 2014

6314ISdesk

Information Services (IS) will introduce several customer improvements this month to simplify service requests, solve problems more quickly and track service better.

“Information Services continually works to assess the effectiveness of our customer services, and we are aware our Service Desk customer care does not currently meet our standards or our customers’ needs,” said Myra Davis, senior vice president of IS.

Within the next few weeks, IS will implement several service enhancements, including improved staff, self-service options and a new support portal that allows customers to:

  • Report an issue or submit a request to IS online.
  • Check the status of any open service ticket previously submitted (with or without the ticket number).
  • Add comments to your ticket for the service analyst working on your issue.
  • Search articles and answers to common questions to help quickly resolve issues that may not need a service analyst.

How will this affect me?
Davis said customer improvements will provide a better, more efficient experience for all.

“We have renovated our customer service model to introduce enhancements like a new customer portal for online status updates and staffing improvements to reduce wait times,” she said. “New self-service options will help resolve issues without having to call the IS Service Desk. Everything is designed to improve the customer experiences of employees by helping our staff be more efficient.”

What employees need to do
The new customer support portal will pull contact information from each employee’s Connect Profile. Click here to check your Connect profile to make sure all of your contact information is current.

Questions?
Information Services is dedicated to providing a secure, reliable technology environment. If you have questions about IS customer service improvements, please call the IS Service Desk at Ext. 4-3512 (external 832-824-3512).