Client satisfaction is very important to Information Technology Services. We regularly survey our Clients and, based on student and employee feedback, a number of changes are now being implemented at the Support Centre to further improve the delivery of services.
Starting on August 3rd, the Support Centre will be partnering with a third-party to complement its team in providing support to the Humber community. Going forward, students and employees can expect a significantly shorter wait to speak to an Analyst.
As well, the Support Centre will also start offering Web chat as a new support channel later this Summer. Chat is a real-time, text interface. The new channel will allow the Support Centre to offer students and employees quick and easy access to support services.
But that is not all! Starting on August 3rd, the Support Centre’s hours will be expanding to 24 hours a day, 7 days a week, and 365 days a year for telephone, e-mail, and Web chat. The expanded hours will better accommodate distance learners and flexible learning.
IMPORTANT: Please note that the hours of operation for face-to-face support at the North (NX210), Lakeshore (A212), Orangeville, and Carrier campuses remain unchanged.
And finally, Information Technology Services will also be introducing a new service management platform this Fall. The new platform will further enhance services by enabling workflow automation. It also includes powerful self-help and self-service options for Clients.
With these four key improvements, Clients can expect better responsiveness, greater availability, improved accessibility, and faster ticket turnaround. For more information, please contact Ryan Burton, Director of I.T. Planning & Client Services, at x5290 any time.
Before closing, please note that the structure of the I.T. Planning & Client Services division within Information Technology is not changing. Please continue to engage Lora Nasim, Manager of Client Services, at lora.nasim@humber.ca or x5261 to escalate tickets.
