Upcoming Changes in Computer Support

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We are making some changes around here. You may have read the announcement of these changes in the Dean's Column announcement on June 4, 2015.

We are deliberately and thoughtfully transitioning computer support to OIT's 1-HELP team. 

Why are we doing this?

Transferring computer support to the Office of Information Technology (OIT) will allow Extension Technology to focus on building up what the organization needs: increased academic technologies, app creation, advanced training, and instructional design support. Our technology team will be able to provide more resources toward advancing Extension’s mission-focused technology projects, such as: Moodle course design, educational video production, online registration, and engagement and collaboration through WebEx and Google tools.

These changes align Extension with how most other colleges are currently receiving computer support, and increase efficiency as a University while keeping our level of service to all staff & faculty. Extension did not take this decision lightly, and I spent over a year researching operations and job shadowing in OIT computer support. I am confident that service standards will not drop with this change. OIT's computer support service is very different than it was just five years ago. It is now 24/7, with so many resources at their fingertips that over 90% of their calls are solved before the caller even hangs up! Plus, this service is common good, meaning Extension is already paying for it through required University budgeting.

Campus Support

Did you know there are 7 OIT support professionals assigned to St. Paul campus? They office in the St. Paul Student Center and provide faculty and staff with support of all devices and most software. They already support every other non-AHC staff and faculty on St. Paul campus.

After Extension's transition, these IT support professionals will provide at-your-desk, as well as walk-in, support for all of Extension. I spent a lot of time job shadowing these guys, and I can assure you they are extremely experienced and courteous!

Off-Campus Support

The most frequent question we are asked by Extension staff is about computer support in regional offices. I am confident that OIT will support off-campus office staff with the same quality and level of service as our on-campus offices: OIT has all the same tools and access that our current team has, with greater human resources. CFANS has transferred their ROCs' computer support to OIT, as has CBS with their field stations. We are not blazing this trail!

Contact Information

After Extension's transition this fall, Extension's Service Desk phone line and email will forward to OIT's 1-HELP number. 1-HELP has many contact points for computer support, including online chat, email, phone, text, and three walk-in locations. As always, you will be welcome to contact any member of your Extension Tech team directly when you need specialized service!

Extension Technology Team

Extension Technology is still here to serve! The Extension Technology team is not moving en masse to OIT, only computer support responsibilities are moving. The remaining ten members of our team are very excited to raise up more projects and services that innovate and serve Extension. Our team offers Extension 27 technology services, from e-learning production to app development. See our full service catalog here.

Stay Tuned

There are still details to be worked out before our full transition in the fall, and we will continue to let you know what is changing, why, and how it will impact you. Your feedback is always welcome.

Please be sure to contact me or any member of your tech team with any specific concerns, questions, or feedback!

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