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 […]
Author: Allison
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 […]
Requests and Incidents for IT Support Staff
March 23: Achieving Service Excellence – The Customer Service Component Training Launches
In support of our promise of service excellence to our customers, WashU IT End User Services (EUS) is launching Achieving Service Excellence – The Customer Service Component web-based training in Learn@Work on March 23. The training is required annually of all EUS staff; however, staff with WUSM ITSS and other WashU IT groups are welcome to […]
November 2: Changes when calling the Service Desk, Workday Support Line, Systems and Procedures, and Campus Operator
WashU IT is implementing a new phone system for some support groups on November 2, 2022, at 8 p.m. CST. There is no outage expected during the implementation. The new phone system, Five9, allows us to implement features that are beneficial to our customers. When you call the Service Desk (314-933-3333), Workday Support Line (314-935-WDAY), Systems and Procedures […]
WashU IT End User Services Completing Training to Support Service Excellence
WashU IT End User Services is developing and actively training our staff to provide service excellence. We have just released a new training module that discusses the importance of fulfilling our promise to our customers concerning timeframes for resolving incidents within our established Service Level Agreements (SLA). SLAs are a documented agreement between a service provider […]
Training Available: Achieving Service Excellence – The Service Level Agreement (SLA) Component
In support of our promise of service excellence to our customers, WashU IT End User Services (EUS) has launched Achieving Service Excellence – The SLA Component web-based training in Learn@Work. The training is required annually of EUS staff; however, staff with WUSM ITSS and other WashU IT groups are welcome to complete the training. WUIT – […]
August 15: DocuSign for SharePoint Online Now Available
WashU IT has implemented DocuSign for SharePoint Online. SharePoint site admins or owners will have to install DocuSign for SharePoint Online before site collaborators can sign and send documents for signature. Completed agreements can be stored and managed in the SharePoint document library. Additional Quick Guides on sending documents, sending with templates, and advanced settings can […]