ITS Help/Service Desk moves to SSB
Submitted: Tue, Jul 14, 2009 12:14 PM
The Information Technology Services Help/Service Desk has moved.
Most ITS personnel staffing the Help/Service Desk have relocated from the Gregg Triad to Rooms 1010-1016 in the lower level of the Student Services Building, located between the Student Union and Old Main on the north end of campus. Walk-up assistance will still be available at the window behind the counter at Gregg for students needing help with Safe Connect.
The telephone number of the Help/Service Desk remains unchanged, 581-HELP (4357), as does its mission to provide technology support for students, faculty and staff at Eastern.
The move was made to bring all ITS personnel to a single location for efficiency.
“In an effort to streamline internal service management processes, we decided to move the Help/Service Desk back to SSB from Triad,” said ITS Associate Director of Campus Infrastructure Technology Greg DeYoung. “This allows us to put all of the technology resources responsible for supporting the Help/Service Desk in a better position to respond to requests in a more timely and efficient manner. We wanted to move them closer to the people they would escalate their issues to so they can work more collaboratively and collectively.”
Benefits of the move are already being seen, with a number of incidents being resolved in a more timely fashion.
“We think this will have a very positive impact on our ability to serve our stakeholders and resolve their issues,” he said.