Expanding the help desk to simplify customer access to CIT services

In the past, Compzctbzg and lrqornzation Technology (ClT) has expected its custonzers to becomefanziliar witlz its izzterzzal structure, since each ClT unit had ifs own szcpport desk and/or support staff. Czlstomers seeking lzelpfronz C/T staflwere often "kanded" or transferredftonz one ClT szdpport desk or staff nzenzber to anotlzer and tizelz to another before reactzing the appropriate person. For the past four mnths a CIT-zuide working group Izas nzet and addressed these issues, itzuestigating ways to izztegrate conszdtizzg services across zlnits azzd collaborating in planning, mazzaging, and evalzmting ozzr services. ln addition, we have spent time assessizzg tize compzrting consulting zzeeds of tlze University conzmztnity and determining ways to provide high quality, lowfrztstration sezvice.