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IT updates customer service, software; what you need to know

September 22, 2013

Over the summer, the college’s information technology department combined the help desk services in Mayer and created plans to provide more consistent technology services at the Tech Help Desk in the library. In order to facilitate reference to all these spaces, they renamed them. The help desk in Mayer is now "IT Support in Mayer" and the desk in the library is "IT Support in the Library.”

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In addition, IT staff have developed a more enhanced training program for the IT student assistants who provide frontline support at the IT support desks. They are learning enhanced customer service skills and are gaining a higher level of technology knowledge. The goal is for the IT student assistants to answer more questions and resolve more issues over the phone, then pass on the more complicated tasks to IT staff members. This process will be tracked using the new SchoolDude software, accessible through the Portal. They are also helping IT staff with a variety of tasks such as computer imaging, lab setups, and inventory control.

If you need technical assistance or have any questions, please submit a request through SchoolDude or stop by the IT support areas in Mayer Hall or the Library. Log in to the Portal to locate the SchoolDude page, which contains links for support and password information. The hours for each IT support location are available on the IT Support web page.

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