The Instructional and Information Technology Services (IITS) Service Desk fields about 1,000 requests a month for computer, phone, Internet, website and software support.
The IITS Service Desk is a central technical resource at the university. It’s located on the ninth floor of the Henry F. Hall Building in Room H-925. To raise awareness of the service, IITS is giving away USB keys to the first 100 people who visit the Service Desk.*
* UPDATE: Since this article was first published, nearly 200 USB keys have been given away.
In 2012, the IITS Helpline and Service Area were consolidated into the IITS Service Desk to respond to support requests for several information technology services available at Concordia.
‘When a client needs help, they make one call to us and we take care of it,” says Kathryn McDonell, manager, IITS Service Desk. “Using ticketing software, we log the client’s request, we resolve it at the first level as much as possible, or, when necessary, pass it to various departments for resolution. The client receives a ticket number and can follow up with the Service Desk at any point.”
In addition to handling support requests, the IITS Service Desk communicates notices of planned and unplanned interruptions by posting notices on the IITS web page, MyConcordia portal and the IITS Twitter account @concordiaiits. Notices are also posted on the NOW news and events landing page.
“It’s all in an effort to provide more information and better service,” says McDonell.
The IITS team is working on providing more self-service options for clients including the current option of activating one’s own Concordia email account through the MyConcordia portal.
The IITS Service Desk is comprised of four permanent staff, and about 15 casual employees who are Concordia students.
The IITS Service Desk is open Monday to Friday from 8 a.m. to 11 p.m. and can be reached by phone at 514-848-2424, ext. 7613, or by email at email@example.com. Or speak face-to-face with a representative in Room H-925 of the Hall Building.
• IITS Service Desk
• IITS news and alerts