Starting today, Information Technology Services will make its HelpDesk the initial point of contact for members of the campus community seeking service for telecommunications. This means calls—whether by phone, e-mail or walk-in—that used to go to Linda Ruccolo or Kevin Bruce will be redirected to the HelpDesk at 519-253-3000, ext. 4440, or e-mail at email@example.com.
Assistant director Steve Banyai describes it as part of a tactical plan to centralize all technology and telecommunications support calls.
“It is part of our ongoing commitment to implement industry best practices and standards,” he says. “We have in place a number of processes to ensure that this transition is as smooth and seamless as possible.”
Any phone calls to the former telecommunications support line at ext. 4000 will be greeted by a new automated menu feature instructing callers to ‘Press 1’ for telecommunications support issues or questions; callers will be redirected automatically to the HelpDesk.
He says administrators will conduct daily monitoring of telecommunication calls reported, as well as escalation and turnaround time.
IT Services invites any questions or concerns related to the implementation and execution of this new process to 519-253-3000, ext. 4440, or e-mail firstname.lastname@example.org. Banyai promises that all comments will receive a response within one business day.