You have asked, and we have listened. The Technical Support Center has expanded its on-campus staffing and hours of operation. When you dial 970-351-HELP (4357) you will speak with an on-campus representative during the following hours:
Monday-Thursday: 7am-10pm
Friday: 7am-5pm
Saturday-Sunday: 10am-7pm
*Holidays and University closures excluded
The updated hours of operation, previously supported in part by an off-campus company, have been identified as critical to the support needs of the campus community. Based on your feedback, we found that the service of the off-campus organization was not meeting your needs. These results indicated that our on-campus student and full-time staff better understand and meet your technical needs and expectations. To ensure we capitalize on this success our on-campus services will be staffed mainly by UNC students. This will allow more UNC students the opportunity to learn important professional skills such as customer service, technical troubleshooting and problem solving skills.
The campus community also identified that it was critical to the academic mission that we maintain the availability of technical support representatives 24/7/365. To achieve this, the remaining hours not staffed by on-campus UNC personnel will be facilitated by an answering service. This group will document your support request and notify on-site staff for troubleshooting and resolution. We have limited the use of this group to hours were less than 3% of our total telephone contact is made. An additional benefit of this updated support model is that we will be able to avoid any increase to our existing cost model.
We want to ensure that our services align with your needs and believe that our updated on-campus model will bring us closer to this goal. By utilizing our students as a primary resource and expanding our on-campus hours we will improve your technical support experience while decreasing the cost of continuous support to the institution.
No comments:
Post a Comment