ITSS is making it easier and faster for faculty, staff and students to get answers to their tech questions.
A new client portal is now live, and ITSS is hopeful that it will become a one-stop-shop for the most common IT requests.
In the age of mobile phones and Google, this approach makes sense, says Tim Gill, Manager, Client Technology Services with ITSS.
“People are used to turning to their computers or mobile phones to get instant information,” he says. “Of course, faculty and staff can still call the Helpdesk or email anytime, but the website provides another point of service for people who want quick answers.”
The site features a Service Catalogue and searchable Knowledge Base that contains hundreds of quick ‘how-to” articles on the most common tech questions, including everything from printer set-up to accessing Wi-Fi, to bubble sheet scanning and classroom technology.
Gill sees the portal as a way for busy faculty and staff to “take support into their own hands” and make better use of their time and to help ITSS better manage and address the hundreds of requests that come in on a weekly basis.
Another new feature: the site allows faculty and staff to submit service requests directly into the ITSS ticket management software, and then follow or check on the progress of the request online.
If you have a question related to IT Services at Saint Mary’s University, remember to “Just SMU IT” www.smu.ca/smuit