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Instructional Technology

Help Desk Service Improvements

Posted by D. Hansen on November 11, 2014

On December 1, 2014, the Bank Street College Information Technology Help Desk will be revamped to provide timelier, high quality service. These changes will take the form of a new call center, staffed walk-in center and the field technicians with whom you are familiar. These improvements are possible through the reallocation of existing staff and budget. We will be piloting these services over the next few months to determine the best mix needed to support the Bank Street Community. 

What are we doing?

We’ve heard your feedback, and we know the Help Desk needs:

  • A voice at the other end of the telephone; too many calls to the Help Desk number are going to voicemail,
  • Staff specifically assigned to room 703 desk to provide service when you walk in,
  • Quicker response times for urgent and time-sensitive needs, and
  • Clearer communication via email.

To improve our technology support services, Bank Street is realigning help desk services. We are creating an IT Help Desk call center in partnership with the Union Theological Seminary, Jewish Theological Seminary and Workforce Opportunities Services, an outside nonprofit specializing in help desk services affiliated with Columbia University. This call center will allow us to augment our services without taking our technology staff away from providing timely and vital services. We anticipate you’ll have a lot of questions about our new shared services pilot and the answers to the most pressing ones follow.

FAQ

Will there be new contact information for Help Desk during the pilot?

There will be no change to the way you contact us or our service hours. Please feel free to drop by room 703, call us at 212-875-4642, or send us an email at helpdesk@bankstreet.edu although we encourage you to call for the most timely response to your needs.

What will change as a result of the pilot?

While the hours, contact methods and staff will not change, there will be certainty that someone will be on the other end of the Help Desk phone and at the room 703 Walk-in Help Desk to promptly respond to you. This will be achieved by having:

  • New dedicated staff at the Walk-in Help Desk in room 703,
  • New dedicated staff members providing over-the-phone support from a remote location in the neighborhood,
  • Staff available in the evening, and
  • Technology staff focused on better response and resolution time for tickets.

What are the Help Desk hours?

  • All components of the Help Desk are available Monday through Friday, 7:00am to 10:00 pm, Saturday 9:00am to 5:00pm

Will there be opportunities for feedback during the pilot?

The initial shared services pilot is designed as a learning period. We’ll gather data to find out how to provide better service and how to best meet your needs. During the pilot, it’s important that you contact us with comments or questions, for us to get an accurate measure of the needs of the community. Your completing the survey form attached to each ticket will also provide valuable qualitative information about the service you’re receiving. After our learning period, we’ll reflect on the results of the pilot and the feedback you’ve provided before making further changes. Questions and comments can be sent to: feedback@bankstreet.edu

We will send you more details during the next few weeks. Thank you in advance for your cooperation and patience as we make these changes.