About the TSC

The Technology Support Center (TSC) was launched in the Fall 2014 semester with the goal of providing a single point of contact for all the University of St. Francis' technology support needs. The TSC is more encompassing than a typical helpdesk. It addresses a broader scope of service. The new TSC will be responsible for providing a multi-tier support model for all technical requests within the University. It supports online, campus, and classroom technology needs for all faculty, students, and staff. The term “Technology Support Center” connotes a proactive service model versus reactive. Helpdesks are about fixing issues. A Technology Support Center fixes issues, but also focuses on root cause analysis.

The goals of the TSC are to:

  1. Expand support hours outside regular University business hours.
  2. Provide a single point of access for all support requests.
  3. Quantify the type, quality, and volume of support requests received.
  4. Increase overall user satisfaction with support through increased response times, empathetic interaction with users and analysis of key usage analytics.