ITS Announces Technology Solutions Partners
July 17, 2017
This fall, University of Idaho faculty and staff on the Moscow campus will have a new resource for technology support.
In response to employee feedback, Information Technology Services (ITS) is launching a new model for employee tech support: Technology Solutions Partners (TSPs). This August, these ITS employees will be embedded across campus to offer specialized, skilled technical support for UI employees.
What does this change mean for you? Practically, it means a change of habits: As of Aug. 14, employees will no longer use the UI Help Desk. Instead, you will receive contact information and an email address for the TSP team assigned to your campus region. These skilled technology professionals will offer you services such as software and application troubleshooting, software installations, equipment purchases, new account setup, hardware recommendations and more. This means you will get consistent, reliable, high-level service each time you need technical assistance.
To prepare for this change, our ITS team has spent the summer receiving more than 200 hours of training, ranging from technical training to building their customer service skills.
We want you to be prepared as well. In the next few weeks, you will receive information about the TSPs assigned to your area, as well as a map of the campus that shows the geographic regions and locations of our TSPs. We will hold open forums and meet-and-greets around campus so you can get to know your new ITS support personnel.
For our statewide and center employees, as well as those with existing technical support staff in their department or unit, nothing changes. You will continue to work through your existing processes and staff for your technical support needs. Students will receive support through a new Student Technology Center, located in the current Help Desk space in the TLC/Commons.
Also this fall, ITS will roll out a customer service portal, where you will be able to submit help tickets, track the status of your ticket and communicate with your Technology Solutions Partners.
More information about this initiative will be available on the ITS website and communicated through email and the Daily Register as we get closer to launch. While we complete this transition, the Help Desk located in the TLC/Commons will reopen to walk-in appointments from staff and faculty. We appreciate your patience while our staff has undergone important training this summer.
If you have questions or concerns, please do not hesitate to reach out. You can direct questions about the TSP transition to firstname.lastname@example.org.
About the University of Idaho
The University of Idaho, home of the Vandals, is Idaho’s land-grant, national research university. From its residential campus in Moscow, U of I serves the state of Idaho through educational centers in Boise, Coeur d’Alene and Idaho Falls, nine research and Extension centers, plus Extension offices in 42 counties. Home to nearly 11,000 students statewide, U of I is a leader in student-centered learning and excels at interdisciplinary research, service to businesses and communities, and in advancing diversity, citizenship and global outreach. U of I competes in the Big Sky and Western Athletic conferences. Learn more at uidaho.edu