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The IRT Service Desk – Remodeled and Renamed

by Maureen McQuestion, Director, IRT Service Desk

The IRT Service Desk, formerly known as the Help Desk, has moved into its newly remodeled and friendlier home located in AIRC 2006.  Open, light, and airy, this welcoming environment houses the faculty and staff consultants, student technology assistants, the laptop loan program, receipt and delivery of faculty evaluations and tests, and the campus operator.  Students visiting the IRT Service Desk create a Service Request which is used to track all the details of the visit.  Faculty and staff are sent to the on duty Faculty/Staff Consultant for direct one-on-one assistance.  A separate service desk exists for the laptop checkout program.  This separation of visitors into queues keeps the IRT Service Desk entry unclogged and easy to navigate.

The IRT Service Desk name has been added to reflect a new direction from the previous Help Desk model.  The scope is expanding beyond simply giving help in solving technical problems to offering a broader range of services that prevent problems.  The Service Desk is now staffed to create more self-help documentation for your direct use, to move more services online for your convenience, to better track the progress of your Service Tickets, and to improve communication about the resolution of your problems, and to provide a single point of contact for all IRT related matters.

IRT Service Desk and Staff

The use of a Service Ticket system throughout IRT allows the Service Desk student workers and staff to answer questions, reference user history, and make useful, proactive suggestions on all types of support issues.  The intention is to give you a single place where all your IRT service needs can be effectively addressed.  In addition, data analysis of IRT Service Tickets allows us to better anticipate user needs and also enables optimal student staffing, tracking of classroom and lab issues, and fine tuning of our services and service delivery.

The next time you are in the neighborhood of the AIRC, please drop in to visit the new IRT Service Desk.  The students working the front lines look forward to serving you and the staff look forward to your suggestions and comments.  You may send comments or questions directly to me at mmcquest@saclink.csus.edu.

Do you have feedback for IRT? Email us at irtfeedback@csus.edu