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Initial response to Technology Help Center signals strong IT support for Fall semester

Published: August 11, 2021 Author: Staff reports

The Technology Help Center, a new website for IT support that launched just a few weeks ago, reveals data from early usage will provide a much-improved experience for students and faculty returning to campus this fall. 

In addition to help via email, phone, chat, and in-person, the Technology Help Center will now allow users to submit an online help form and track all existing tickets online, regardless of how the request began.

Sau-Chun Lam, director of Advancement Operations, said he “absolutely loves” the new system. 

We finally get tracking numbers and an ability to view our resolution contacts, feedback, and conversations in a modern UI [user interface],” he said. 

Since the launch of the Technology Help Center, 1,760 tickets have been completed and responses to the new satisfaction survey using the industry-standard Net Promoter Score show high support with a score of 76.05. 

Mike Snavely, Senior Director of Instructional Operations, Technology, and Learner Success for Graduate and Professional Programs in the College of Business, said, “I like the new system and its functionality. It feels like a big improvement from the previous system.”

The new website and ticketing system provide faster, more transparent service to more than 40,000 users across all OHIO campuses, and brings more continuity.

The Technology Help Center is much more than a new website – it's also a new approach to providing support and access to information and technology services,” said Chris Ament, chief information officer of the Office of Information Technology, said. We’re coordinating across organizations and campuses so that when you need support or access to services, there is one place to go and seamless coordination among IT staff across OHIO. 

Help requests can be shared much more easily between IT employees from regional campuses, academic colleges, administrative units, and the Office of Information Technology, resulting in shorter resolution times and enhanced communication about identified issues. 

“The ability to transfer tickets between OIT and HCOM, and vice versa, has been very helpful and efficient,” Jodie Penrod, senior director of technology for the Heritage College of Osteopathic Medicine, said. “It truly gets us one step closer to working in partnership for a unified technology experience at OHIO.” 

The Technology Help Center is part of a more comprehensive effort to modernize IT practices and improve the experience of using technology at OHIO. Over time, the Technology Help Center will include more robust content and search features that make it easier to find relevant resources for specific technology issues. For more information about the overall project, please visit the IT Service Management Enhancement page.