Submitted by Virginia Kelly, WashU IT Applications Support Specialist
Systems and Procedures (S&P) has provided assistance to faculty, staff, students, parents, affiliates, and guests from all areas of Washington University since the 1980s, making it the first and longest running Help Desk at the university. The team provides first line support for 14 different applications, including three of the four largest applications at the University: FIS, HRMS and ADIS.
S&P develops curriculum and hosts in person, in depth and hands on training in FIS, HRMS and ADIS, providing around 52 hours of training each month to users across the University.
S&P also manages security access to many of the systems it supports. “The team handled more than 500 security authorizations last month,” notes Bernard Bennett, Sr. Dir. of IT Client Management & Call Center, WashU IT – End User Services. “These are intensely detailed security requests where one request can entail multiples tasks to complete the access.”
The young team (three of the five members have been with the university six months or less) answered 15,700 calls and resolved 20,945 tickets in FY19.