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Charles Cooper

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Posted By Charles Cooper 01-03-2022 05:08:03 PM
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Hi Ronald, Happy New Year! In our help desk, we consider hardware related issues to be a tier 3 task to address. Our desktop technicians (tier 2) confirm it's a hardware issue and then send the device off for repair to a 3rd party. This could be the manufacturer (Microsoft of Apple) or a local repair ...
Posted By Charles Cooper 12-10-2021 12:59:01 PM
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I agree with your statement Charlie, regarding the level of service. 3rd party vendors often follow their contract to the letter. Requesting flexibility in support from a 3rd party always required an additional cost when we originally outsourced. These companies often have high turn-over and simultaneously ...
Posted By Charles Cooper 12-09-2021 10:22:18 AM
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We used to outsource our call center but found that a 3rd party was unable to replicate the quality of service that individuals who are part of our community could provide. We brought it back in house about 8 years ago and haven't looked back. Our call center is staffed by 1 FTE and about 15 part-time ...
Posted By Charles Cooper 12-01-2021 09:27:11 AM
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Hi All, For a few years now, we have empowered students, staff, and faculty with the ability replace their legal name with a chosen name in some systems. For example, creating a chosen name updates their email display name, but not the email account itself. A student's chosen name is also updated ...
Posted By Charles Cooper 10-11-2021 11:43:03 AM
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Technology Support Specialist. They support more than just desktops, so this title is more inclusive of the service they provide. Charles Cooper Associate Vice President of Information Resources and Technology Information Technology Lesley University 29 Everett Street Cambridge, MA 02138
Posted By Charles Cooper 10-07-2021 05:52:16 PM
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We survey individuals on their customer service experience through our ticketing system. We use Freshdesk. Upon resolution of a ticket, the system will select individuals to complete a survey. We use these scores in our yearly performance evaluations for managers and staff. Our student employees also ...