Technology Updates: domain passwords, web top desk & automated call answering attendant feature

Office of the CIO
April 14, 2011


1. All domain passwords expire every 120 days requiring users to change their passwords on the UVI domain (on campus). New passwords will not authentic on technology resources if the password is not changed on campus. If you plan on being away from campus for an extended period of time like vacation, summer break or on sabbatical leave, it’s always a good idea to change your password before you take off!

2. ITS is pleased to announce web . Users can now log IT helpdesk request digitally on line. Users no longer have to bear in mind the opening hours of the service desk; a request can be made any moment of the day, users can now log calls at their convenience. The process is effortless, user friendly and simple.nce on line and go to mycampus.uvi.edu login using your UVI domain credentials, after logged in click on helpdesk. When opens you will be already logged in. Go to shortcuts located on the left side of your screen. Select “New 1st line incident” the window below will open. Your contact information will appear in the window. Inset your category, sub category and call type. In the request window click the (stamp) the date, time and your name will appear in the window. Record your helpdesk request number, provide as much detailed information as possible. Users are encouraged to make use of the IT knowledge base located under the shortcuts window. The knowledge base is design to assist users in solving their own technology challenge. If you have any questions about how to use web please contact us by email at helpdesk@uvi.edu . Happy logging!

3. ITS will be adding an automated call answering attendant feature to our helpdesk at ext. 1466 to serve you better. In the next couple of weeks callers will first be greeted by an attendant, which will offer choices on how the call is to be routed. The auto attendant is automated call technology that answers calls and provides the caller with options for choosing the department they wish to speak to.
The implementation of the attendant feature will assists callers in getting faster resolution of their inquiry or helpdesk request.
Added Value:
 Users get a quick answer for certain types of questions (ex. hours, directory questions)
 Calls are routed efficiently and customers are directed to the best method or staff member to assist them.
 Better customer service, because staff is focused on ensuring quality of response to submitted issues rather than transcribing phone calls.

If you have any questions on our technology tip bits, please contact helpdesk@uvi.edu for more information.