The mission of the Division of Instructional and Information Technology (I&IT) is to provide stewardship, leadership, and service to support the teaching and learning mission of the university. More...
I&IT’s annual assessment of the Cal Poly Pomona Help Desk showed an 18% increase in service requests while still maintaining an extremely high satisfaction rate based on customer surveys.
The Help Desk, which takes service requests calls for all students, student applicants and most faculty and staff, received 40,527 requests for service in the year ending June 30, 2011. This was and an increase from the 34,446 service requests for the year ended June 30, 2010.
“While absorbing technical support for all but one of the colleges in the last year, our Help Desk staff was asked to take on more calls and they did a great job,” said Denny Mosier, director of I&IT Support. “The staff had to triage the urgency and types of calls and either solved them over the phone, in email or in person or dispatched our desktop/laptop support personnel to the customer’s site.”
As noted in the study (see Assessment), queries related to accounts still topped the list with 10,506 requests. This category includes password re-sets, account claiming and access to various services such as Blackboard.
Through the increase, of the 645 customers who responded to a satisfaction survey in Web Help Desk, I&IT’s service request ticketing application, more than 97% said they were either “satisfied” or “extremely satisfied” with the services of I&IT’s Support Department.
Respondents to a second satisfaction survey, one used in response to emails to the Help Desk, reported a more than 91% satisfaction rate.
The annual assessment is part of I&IT’s portion of the university’s Assessment Initiative. This was mandated by the university’s accreditation agency, the Western Association of Schools and Colleges (WASC), and is intended to demonstrate the university’s commitment to assessment with “culture of evidence.”
As part of the assessment, various analyses were published, along with reviews of last year’s action plans as well as action plans for the current fiscal/academic year. This year’s action plans include migrating eHelp (I&IT’s 24/7 online technical help web pages) to a wiki, reviewing and improve the support model for Blackboard and looking for new methods and tools to speed up and improve responses to service requests for classrooms, labs faculty and staff desktop and laptop computers.
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HOW ARE WE DOING?
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Please CONTACT US . We will respond to your email as soon as possible. You may also contact the Cal Poly Pomona Help Desk at 909-869-6776.
This page was last updated on September 20, 2011.