Your SlideShare is downloading. ×
Leveraging Centralized IT Support Services as a First Point of Contact
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Leveraging Centralized IT Support Services as a First Point of Contact

969
views

Published on

The objective of this initiative is to outline opportunities related to adopting a centralized first point of contact for campus-wide IT support that will provide UNC IT customers with a single point …

The objective of this initiative is to outline opportunities related to adopting a centralized first point of contact for campus-wide IT support that will provide UNC IT customers with a single point of contact for responsive, courteous, professional and accurate IT support.

Published in: Technology, Business

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
969
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
1
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Centralized IT Support Services as First Point of Contact October 21, 2010
  • 2. its.unc.edu 2  Multiple phone numbers to call depending upon support needed  More than 20 decentralized Help Desks with some departments having more than one  Inconsistent hours for help and support services  Inconsistent and/or non-existent SLAs Current State
  • 3. its.unc.edu 3 Enhance campus IT service delivery by leveraging centralized support services as first point of contact  Single point of contact for faculty/staff/students  24x7 Support  Departmental IT personnel freed up to work on specialized issues  Improved on-site response time by departmental IT personnel  Improved collaboration between central and distributed IT staff Objective
  • 4. its.unc.edu 4 Ingrid Camacho, Manager Stats: • 120,000 calls per year • 85 % resolution on initial contact • 95% customer satisfaction rate First Point of Contact Customers: • Public Health • Arts and Sciences • School of Medicine • Glenwood Elementary School (Pilot) Service Hours: 24x7 SLA: To answer calls within 60 seconds and to resolve problems on initial contact Phone Services (962-HELP)
  • 5. its.unc.edu 5 Brett Vasu, Manager Stats: • 20,000+ requests per year • 85 % resolution on initial contact • 95% customer satisfaction rate Service Hours: • Web requests 24x7 • Live Chat services M-F, 9am–6pm SLA: • Respond to requests within 2 hours, Critical requests within 15 minutes • Resolve problems on initial contact Services: • Works closely with ITS & campus units to resolve, escalate, and route requests Electronic Services
  • 6. its.unc.edu 6 In your opinion, what does ITS do well today? ITRC: “The Help Desk, 962-HELP, is the best computer help desk in the United States. Bar none. Without question. And I do NOT work there. I am merely one of their appreciative clients. Dell, Linksys, Gateway, etc., would all do well to aspire to the responsiveness, courtesy, and competence of our Help Desk staff persons.” - Comment from ITS Customer Service Survey Customer Testimonial
  • 7. its.unc.edu ?

×