Centralized IT Support Services
as First Point of Contact
October 21, 2010
its.unc.edu 2
 Multiple phone numbers to call depending upon
support needed
 More than 20 decentralized Help Desks with
...
its.unc.edu 3
Enhance campus IT service delivery by leveraging
centralized support services as first point of
contact
 Si...
its.unc.edu 4
Ingrid Camacho, Manager
Stats:
• 120,000 calls per year
• 85 % resolution on initial contact
• 95% customer ...
its.unc.edu 5
Brett Vasu, Manager
Stats:
• 20,000+ requests per year
• 85 % resolution on initial contact
• 95% customer s...
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...
its.unc.edu
?
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Leveraging Centralized IT Support Services as a First Point of Contact

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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.

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Leveraging Centralized IT Support Services as a First Point of Contact

  1. 1. Centralized IT Support Services as First Point of Contact October 21, 2010
  2. 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. 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. 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. 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. 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. 7. its.unc.edu ?

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