Friday, November 2, 2012

CELL Service

Greetings All, It appears that cell phone service in unavailable on the STT campus. This will impact cell phones and 3G ipads. We do not know how widely it is spread throughout the island. We will share information as we have it. Tina

Technology Update: HELPDESK PHONE

Greetings UVI, As part of our efforts to continually improve services within the resources that we have, ITS is making some changes in the HELPDESK. Our survey results on the annual customer service assessment have indicated a drop in customer satisfaction over the two years when the AUTO-ATTENDANT was active. We implemented the AUTO-ATTENDANT as the human resources were eliminated from the component, and the call volume became unmanageable. Typical calls coming into x1466 were not focused on IT issues. These calls included: • Requests for library hours • Requests from instructors to let students know of class cancelations • Requests for other departments like admissions, bookstores • Requests for loaner computers, copies, the current time, specific individuals As of this morning we have TURNED OFF THE HELPDESK AUTO-ATTENDANT and are committing our reduced resources to provide a LIVE PERSON at the helpdesk to take your priority calls!! The phone will answered from 8am to 8pm Monday to Friday. This line is for EMERGENCY technology issues, including classroom issues, office issues, Banner or application issues, telephone failure issues. The help desk will not take voice calls for the following: • New or replacement PC quotes • New or replacement telephone line requests • Event setup requests These should be submitted via email and will be responded to by a technician To provide you with the service that you request, we ask that you carefully weigh the priority of your call, and whenever possible submit your needs and requests via email. Please let me know if you have any questions or concerns. Tina