Help Desk Changes to IT Service Desk

| April 10, 2012

Callers to the Help Desk will notice a few changes. First, the name has changed to IT Service Desk. This new name reflects the focus of the call center — IT customer service — and recognizes that the IT Service Desk provides a single point of contact to end users who need help specifically with technology-related issues.

A new phone transfer menu also has been implemented. The new menu will allow the IT Service Desk to focus on technology issues, resulting in more efficient usage of IT resources. Additional transfer options include: Res Tech, the Business Office, the Registrar’s Office, Admissions, Advising and the Academic Resource Center. Callers with questions pertaining to any of these areas can connect directly with the appropriate department without having to speak with a Service Desk Representative.

Information Technology continues to work toward the goal of implementing ITIL (Information Technology Infrastructure Library) in the coming months, as described in the earlier Webster Today article “Webster IT Department Implements ITIL Framework for Better Service.

IT aims to provide expanded first tier support at the IT Service Desk, resulting in faster turnaround of service requests and issue resolution for the Webster University community.

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