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Lora Nasim

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RE: Any EDU who have enabled Bing Chat Enterprise (now CoPilot) in M365

Posted By Lora Nasim 12-01-2023 09:14:39 AM
Found In Egroup: IT Support Services \ view thread
We are currently in the process of planning our communications. Kind regards, Lora Nasim Associate Director, IT Client Communications, Adoption, and Support Information Technology Services CONFIDENTIALITY NOTICE: This email and attached material are intended for the use of the individual or ...

RE: Solutions for Work Schedule Calendar for Service Desk Team

Posted By Lora Nasim 02-02-2023 08:33:00 AM
Found In Egroup: IT Support Services \ view thread
I've been using When I Work for my team. I tried Microsoft Shifts for scheduling but didn't get very far with it. I would love there to be something right in the teams platform that is more robust and Shifts. Kind regards, Lora Nasim | Manager, Client Support Information Technology Services lo ...

RE: Support Desk Outsourcing

Posted By Lora Nasim 11-04-2022 09:32:44 AM
Found In Egroup: IT Service Management \ view thread
I would also like to add that we have a chat group with the agents so that if they have a quick question they can ask our internal team and we can help them in the moment. This allows our clients to get the help they need and helps us to identify knowledge gaps or where coaching/training may be required. ...

RE: Support Desk Outsourcing

Posted By Lora Nasim 11-03-2022 01:45:14 PM
Found In Egroup: IT Service Management \ view thread
We have partnered with a third party for our support desk since 2016 and overall, we are happy. The initial knowledge transfer was very time consuming but obviously necessary and we have to continue to ensure that the knowledge is kept current. It really is an on-going partnership with them to monitor ...

Survey Tools

Posted By Lora Nasim 08-18-2022 04:18:16 PM
Found In Egroup: IT Support Services \ view thread
Would like to know what tool everyone is using to survey clients on support received from your IT Support Centres. Kind regards, Lora Nasim | Manager, Client Support Information Technology Services CONFIDENTIALITY NOTICE: This email and attached material are intended for the use of ...

RE: Classroom Services Dispatching

Posted By Lora Nasim 08-05-2022 08:21:45 AM
Found In Egroup: IT Support Services \ view thread
Our faculty can scan a QR code in the classroom that takes them to a very short form to complete and then that is immediately sent to our team supporting the classrooms. This in turn sends a notification to them via an app called VictorOps. Alternatively, faculty can also call or chat with our support ...

RE: Switching Away from ServiceNow

Posted By Lora Nasim 07-28-2022 07:29:26 AM
Found In Egroup: IT Service Management \ view thread
Is there an option to change the url of ServiceNow so anyone with it bookmarked could not reach it. Kind regards, Lora Nasim | Manager, Client Support Information Technology Services lora.nasim@humber.ca 416.675.6622 x5261 http://its.humber.ca CONFIDENTIALITY NOTICE: This email ...

RE: Response to customer frequency

Posted By Lora Nasim 04-06-2022 03:12:48 PM
Found In Egroup: IT Service Management \ view thread
We do something very similar. We make at least three attempts to reach a client of a two week periods using two or more channels (e-mail, voicemail, etc.) before we "cancel" the ticket. We also let them know that we are cancelling it. Kind regards, Lora Nasim | Manager, Client Support Information ...

RE: TDX Ticket Types

Posted By Lora Nasim 03-31-2022 08:36:40 AM
Found In Egroup: IT Service Management \ view thread
I would be interested in your new structure Kelly! Kind regards, Lora Nasim | Manager, Client Support Information Technology Services lora.nasim@humber.ca 416.675.6622 x5261 http://its.humber.ca CONFIDENTIALITY NOTICE: This email and attached material are intended for the use of ...

RE: TDX Ticket Types

Posted By Lora Nasim 03-31-2022 08:26:50 AM
Found In Egroup: IT Service Management \ view thread
We have a similar issue but with our ticket categorization. We went to granular and the individuals making tickets make incorrect or poor selections. As a result, reporting is impacted. We are looking at pairing that back. Kind regards, Lora Nasim | Manager, Client Support Information Technology ...

RE: TDX Ticket Types

Posted By Lora Nasim 03-31-2022 08:15:11 AM
Found In Egroup: IT Service Management \ view thread
We don't use TDX but I am curious why the switch from ServiceNow? Kind regards, Lora Nasim | Manager, Client Support Information Technology Services CONFIDENTIALITY NOTICE: This email and attached material are intended for the use of the individual or organization to whom they are ...

RE: Outsourcing Help Desk Phone Answering

Posted By Lora Nasim 12-09-2021 10:46:51 AM
Found In Egroup: IT Support Services \ view thread
Buchanan uses any software we ask them to. Kind regards, Lora Nasim | Manager, Client Support Information Technology Services lora.nasim@humber.ca 416.675.6622 x5261 http://its.humber.ca CONFIDENTIALITY NOTICE: This email and attached material are intended for the use of the individual ...

RE: Outsourcing Help Desk Phone Answering

Posted By Lora Nasim 12-09-2021 10:21:01 AM
Found In Egroup: IT Support Services \ view thread
We have been with Buchanan Technologies since 2016 and have a good experience. We are also unionize environment. Kind regards, Lora Nasim | Manager, Client Support Information Technology Services lora.nasim@humber.ca 416.675.6622 x5261 http://its.humber.ca CONFIDENTIALITY NOTICE: ...

RE: Outsourcing Help Desk Phone Answering

Posted By Lora Nasim 12-09-2021 09:45:54 AM
Found In Egroup: IT Support Services \ view thread
Maybe we can setup a call to discuss? Kind regards, Lora Nasim | Manager, Client Support Information Technology Services lora.nasim@humber.ca 416.675.6622 x5261 http://its.humber.ca CONFIDENTIALITY NOTICE: This email and attached material are intended for the use of the individual ...

RE: Outsourcing Help Desk Phone Answering

Posted By Lora Nasim 12-09-2021 09:44:16 AM
Found In Egroup: IT Support Services \ view thread
I would happy to discuss this with you if you want to contact me directly Kind regards, Lora Nasim | Manager, Client Support Information Technology Services lora.nasim@humber.ca 416.675.6622 x5261 http://its.humber.ca CONFIDENTIALITY NOTICE: This email and attached material are ...

RE: Employee Survey of IT Front Services

Posted By Lora Nasim 10-08-2021 07:27:21 AM
Found In Egroup: IT Support Services \ view thread
Robin, I would love to hear about the survey that you send out twice a year to the faculty, staff and students. How do your questions differ from the surveys generated by your ITSM? Kind regards, Lora Nasim | Manager, Client Support Information Technology Services lora.nasim@humber.ca 416.675.6622 ...

RE: Employee Survey of IT Front Services

Posted By Lora Nasim 10-07-2021 04:21:46 PM
Found In Egroup: IT Support Services \ view thread
We have been using HDI's Client Satisfaction Index service for years. https://www.thinkhdi.com/services/customer-satisfaction-index.aspx Lora Nasim Manager, Client Support Information Technology Services CONFIDENTIALITY NOTICE: This email and attached material are intended for the use of the individual ...

RE: Help Desk Hours & Channels

Posted By Lora Nasim 09-30-2021 02:47:00 PM
Found In Egroup: IT Support Services \ view thread
We offer phone, chat, email, forms 24x7x365 Prior to the pandemic our hours for walk-ups was Mon-Fri 7:30am-8:00pm and Sat-Sun 8:45am-4:15pm. At the start of the pandemic we shutdown all of our walk-up locations. In August of this year we have opened our walk-up locations and adjusted our hours to ...