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Jason Turner

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Customer Service Week

Posted By Jason Turner 09-07-2023 07:59:00 AM
Found In Egroup: IT Support Services \ view thread
October 2-6 is "Customer Service Week" where we recognize and celebrate of the importance of customer service and of the people who serve and support our customers (students, facullty, staff, alumni) on a daily basis. Does your institution do anything to recognize Customer Service Week? If so, please ...

Hold Music on ACD System

Posted By Jason Turner 08-15-2023 07:24:00 AM
Found In Egroup: IT Support Services \ view thread
I have the opportunity to change the hold music on our Service Desk's ACD system. Reaching out to our community for input on the type of hold music you think your callers prefer. Something jazzy or something pop? Slow or upbeat? Orchestral or acoustic? With or without vocals? Classical or something modern ...

RE: IT Asset Manager Interview Questions

Posted By Jason Turner 07-12-2023 12:07:00 PM
Found In Egroup: IT Service Management \ view thread
These were shared with me by my favorite IT Asset Manager (thanks Paul!). Describe your experience in managing IT assets, including hardware, software, and licenses What methodologies or strategies do you use to track and monitor IT assets throughout their lifecycle Do you have any professional ...

Apple Device Support Certification

Posted By Jason Turner 07-07-2023 11:41:00 AM
Found In Egroup: IT Support Services \ view thread
80% of our students and 50% of our faculty use Apple Macintosh computers and other Apple devices and I want to improve my Service Desk's ability to support these communities. Apple has a fairly new cert called Apple Device Support Certification. Are there any resources that will help someone pass that ...

Stretch Assignments at Your Institution

Posted By Jason Turner 03-29-2023 08:15:00 AM
Found In Egroup: IT Support Services \ view thread
We are considering creating a formal stretch assignment program at my University and I'm looking to connect with a few community members who have successfully implemented this kind of program. This is part of an overall initiative to improve our employee development and increase employee retention. I ...

Bookmark Manager - Shared Bookmarks Across the Service Desk Team

Posted By Jason Turner 03-21-2023 12:58:00 PM
Found In Egroup: IT Support Services \ view thread
Each Analyst on our Service Desk team has their own preference for tracking and managing their bookmarks. Can someone recommend a good bookmark manager that an entire team can jointly use across the Service Desk? Plus for a bookmark manager that allows both shared team bookmarks and personal/private ...

KCS - Knowledge Centered Service

Posted By Jason Turner 03-07-2023 07:57:00 AM
Found In Egroup: IT Support Services \ view thread
We are working on improving our approach to knowledge management and enhancing our ability to deliver timely and accurate knowledge to our service desk and our University community. I understand that KCS might be able to help us build upon our current knowledgebase so that content creation/updating is ...

RE: Live Chat Staffing

Posted By Jason Turner 03-03-2023 06:33:00 AM
Found In Egroup: IT Support Services \ view thread
One of the challenges of staffing your chat channel is a Service Desk Analyst really can't effectively respond to real-time chat conversations while also participating in phone calls. I would suggest exploring omnichannel support where your ACD system distributes voice calls, chats, emails and SMS messages ...

RE: Live Chat Staffing

Posted By Jason Turner 03-03-2023 06:32:42 AM
Found In Library: IT Support Services

Omnichannel Support - Bucher & Suter with ServiceNow

Posted By Jason Turner 02-08-2023 07:06:00 AM
Found In Egroup: IT Support Services \ view thread
Are there any support teams currently using the Bucher & Suter omnichannel support capability combined with ServiceNow? We're having an issue with chat transcripts being moved to incorrect incident records. If you're using this combination, please reach out so we can compare notes. ------------------------------ ...

Solutions for Work Schedule Calendar for Service Desk Team

Posted By Jason Turner 02-02-2023 08:30:00 AM
Found In Egroup: IT Support Services \ view thread
We've been using Outlook to manage team schedules, start/stop time, vacation/sick, etc. but it's unwieldly and difficult to manage. Is anybody using a good solution to manage work schedules for your support team? Ideally, something that works in the Microsoft Teams platform but open to good websites, ...