UITS began tracking support requests with a ticketing program in June 2009, according to a UITS press release.
“Hitting the million-ticket milestone is significant because it not only demonstrates the number of contacts but also represents years of effort by a large number of quality staff who provide assistance to our IU community day in and day out,” UITS Support Center manager Momi Ford said in the release.
UITS operates 24 hours per day, seven days per week.
The team is made up of 40 to 60 hourly staff members and 55 full-time staff members.
Both IU and Ivy Tech use UITS for their IT support, according to the release.
Platforms that every IU student is familiar with, including Canvas, OneStart and OnCourse are all overseen by UITS, as is IUanyWare and IU Secure, according to the UITS website.
The support center has a 97 percent satisfaction rating among its customers.
UITS handles a variety of concerns from the community. These can range from resetting a forgotten passphrase to connecting a device to IU’s wireless network and beyond.
UITS is planning a dramatic upgrade to its website sometime this fall, and people visiting the current site can now view the beta version.
“What’s exciting to me is not just how many tickets we’ve handled, but also the quality of the service we provide,” Adam Smith, UITS Support Center quality assurance and training coordinator, said in the release. “One million tickets wouldn’t feel nearly as satisfying if the only service we provided was basic account support and passphrase resets. The fact that we support everything on all platforms while still answering around 95 percent of our calls within an average of only 30-35 seconds is very impressive.”
Anna Hyzy
