On June 1st, we celebrated the first birthday of the I.T. Service Desk function within Sheridan IT. We made a promise to our customers to increase the level of satisfaction with all things IT and continue to build great customer service. We set short, medium and long terms for the IT Service Desk at that time. Here are some of things we were able to accomplish to live up to our promise:
- New communication channels established – customers can now chat with us
- Introduced skill based routing within the call centre allowing customers connect with the appropriate expert at the Service Desk
- New partnerships established – call routing to One Card via ext. 2150, escalation for Slate issues established
- ITSCs are now the extension of the IT Service Desk call centre and behave as the local Service Desk at each campus
We are very proud of what the IT Service Desk has become in a year. We thank you all for your support in making the IT Service Desk successful!
Click here for more information about the I.T. Service Desk.
Bruce Smith, P.Eng.
Associate Vice President
Information Technology