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UITS Support Center achieves 1 million milestone

Need IT help? IU experts are celebrating a million answers to your computer support questions

BLOOMINGTON, Ind. — If you’ve got questions, Indiana University’s UITS Support Center has answers — one million of them, to be exact.

On October 30, IU’s IT support center reached an important milestone by logging its millionth ticket — or, its millionth question answered for IU faculty, staff and students since the ticketing system was implemented in June 2009 to track support requests.

"Hitting the million-ticket milestone is significant because it not only demonstrates the number of contacts, but also represents years of effort by a large number of quality staff who provide assistance to our IU community day in and day out. Many of the staff who started in the Support Center have moved on to greater roles in IT in the university and beyond," said Momi Ford, UITS Support Center manager. "We have a 24/7 operation consisting of 55 full-time staff and about 40 to 60 hourly staff, all of whom take pride in providing the best support possible and work hard to continually improve our services."

The UITS Support Center provides 24/7 IT support for the 400,000 students, faculty and staff at the state's two largest higher education institutions – Indiana University and Ivy Tech. Its staff strive for excellent customer satisfaction by providing comprehensive, no-cost support, and it shows in their 97 percent overall customer satisfaction rating. Whether someone needs help getting a tablet connected to IU’s wireless network, using the Canvas learning management system, or resetting a forgotten IU passphrase, the UITS Support Center is here to provide expert guidance.

Open 24/7 for phone, chat, and email consultations, the UITS Support Center also has walk-in hours at all of IU's campuses. For people who prefer to work through tech issues on their own, the Support Center adds to the the IU Knowledge Base (http://kb.iu.edu), a repository of thousands of answers to common questions about computing at IU.

Although the millionth ticket is cause for celebration, UITS Support Center staff will take quality over quantity any day.

"What’s exciting to me is not just how many tickets we’ve handled, but also the quality of the service we provide," said Adam Smith, UITS Support Center quality assurance and training coordinator. "One million tickets wouldn’t feel nearly as satisfying if the only service we provided was basic account support and passphrase resets. The fact that we support everything on all platforms while still answering around 95 percent of our calls within an average of only 30-35 seconds is very impressive."

This has been a big year for the UITS Support Center. In June, the staff took home runner-up honors in the Best in Class (under 200 staff) category of the 2014 Call Center Week Excellence Awards. IU was the only higher education finalist among 33 contenders in 13 categories. Competitors included CareerBuilder and wellness company GuideWell Connect. (Read more: http://iute.ch/1l4421i)