In July, the WashU IT Service Desk and Deskside teams launched the Tech Team Career Crossover program. The objective of the program is to enhance the customer experience through improved collaboration and more effective troubleshooting. This will increase the rate of first-call resolution among technicians, ensuring a customer’s needs are addressed the first time they […]
Author: Allison
Strengthening the Partnership Between the WashU IT Service Desk and Deskside Teams
Walking a mile in another’s shoes just became more than a metaphor with the IT Service Desk and Deskside teams. In July, the Tech Team Career Crossover program launched. This initiative aspires to build stronger relationships, bridge knowledge gaps, and better facilitate department collaboration in order to deliver better IT services to our WashU community. […]
Zoom and Teams Rooms – Elevating the Audio-Visual Experience
In today’s digital age, effective communication and seamless collaboration are vital to achieving our goals. Recognizing this, WashU IT has established five Zoom Rooms (1403, 2403, 1407, 2407, and 2408) and one Teams Room (2504) at 4480 Clayton Ave., aiming to enhance the audio-visual experience. Zoom and Teams Rooms bridge the gap between in-person and […]
July 19: A New Generation of Qualtrics Widgets
Qualtrics has introduced a new generation of widgets to provide consistent and accessible widgets with improved visualizations. To simplify and consolidate our widget offerings, Qualtrics is removing three legacy widgets from the Add Widget menu on July 19, 2023. This means you will no longer be able to add/create these legacy widgets in dashboards. We […]
June 29: Field Added to ServiceNow (wustl.service-now.com) for Preferred Method of Contact for Follow-Up Questions
To further provide accessible IT support for the WashU community, WashU IT will be adding an option for users to indicate phone or email as their preferred method of contact for follow-up questions should they arise from IT support staff. Read below to see what you can expect from the perspectives of the customer and […]
June 29: Indicate Your Preferred Method of Contact for IT Support Follow-Up Questions
To further provide accessible IT support for the WashU community, WashU IT will be adding an option for users to indicate phone or email as their preferred method of contact for follow-up questions should they arise from IT support staff. Read below to see what you can expect once this option is implemented on June […]
WashU IT End User Services Continues Training to Support Service Excellence
Since September of 2022, WashU IT End User Services has been developing new training and actively training our staff to provide service excellence. We have just released new training that discusses critical customer service skills. Our staff is tested on their ability to apply the skills to common scenarios they’ll encounter. By raising awareness of […]
May 11: Enhancements to the Change Control Practice
Opportunities for improvement have been identified for the Change Control Practice. Enhancements will be implemented to the Change Control module in ServiceNow (wustl.service-now.com) on May 11. Are you impacted by this? Read below for the details. Join us for a virtual session to learn about the enhancements. May 4, 10-11 a.m. CST May 9, 10-11 a.m. CST […]
Contacting IT for Support
Have you contacted the Service Desk about an issue you’re having, and wondered what happens after that? As outlined on the What Happens When You Contact IT for Support webpage, a Service Desk technician must determine whether your email, phone call, or issue submitted through the self-service portal is an incident (an unplanned interruption to […]
Have you completed the Achieving Service Excellence – The Customer Service Component Training?
On March 23, WashU IT End User Services (EUS) Iaunched Achieving Service Excellence – The Customer Service Component web-based training in Learn@Work. The training is required annually of EUS staff; however, staff with other IT groups are welcome to complete the training. WUIT – Achieving Service Excellence – The Customer Service Component: This training will not […]