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