The Office of Information Technology has rolled out expanded services in the hopes of helping more frustrated students and faculty find answers for their technology conundrums.
New services are accessible to Ohio University technology users who click on a new OITECH symbol. The new assistance program offers various forms of help, including streamlined phone support services and an online knowledge database that serves as a 24/7 help desk.
“It’s a streamline phone processing,” said Sean O’Malley, IT Communications Manager. “A simplified phone menu prompts whether it’s faculty or students calling. It routes them to who is best trained.”
This new process, which separates students and faculty callers immediately, comes after numerous requests from flustered faculty attempting to call with a tech problem in the middle of class, O’Malley said. An emergency line will connect faculty directly with an OIT employee who can render aid, diminishing class disruptions.
As many as 35 percent of calls OIT receives are from faculty, O’Malley said.
For around-the-clock technical support, OITECH also directs people to a 24/7 knowledge database.
The database aggregates questions frequently asked by callers and common complaints in order to allow concerns to be addressed without directly reaching an OIT employee, said Charles Cooper, director of OIT service support.
“The knowledge base is 24/7,” Cooper said. “In the past, there was no way to look for solutions. Now, with common issues, you can.”
The database will include information about a variety of technologies, not just OU-specific equipment and programs, Cooper said. Information and questions directed at the Technology Depot also will be a part of the database.
The new features aren’t expected to cost more, as the abilities were already configured into OU’s software and adapting them will be easy, O’Malley said.
Feedback on the new systems has been very positive so far.
“It allows us to be faster, streamline our processes and get help faster,” Cooper said.
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