What is an IST account rep?
An IST account rep provides IT support for designated academic support department(s) and/or a faculty, and acts as a liaison between the IST department and their designated support area(s). The responsibilities of IST account reps include:
- Specialized service/software support
- Education and teaching (SEW, special request courses, specialized documentation)
- Project leadership and participation
- Participation in IST/campus IT committees (e.g. IWAG)
- Desktop and specialized support
- Client support and consultations
- Desktop rollover
- Communications
- Liaison activities such as:
- Collaborating to help find solutions
- Providing info on IST Services
- Facilitating connections between IT groups
- Helping to escalate Request Tracker (RT) tickets
- And more!
Who are the IST account reps?
IST account reps are:
- Members of IST Client Services groups:
- Customer Relations and Support
- Service Desks
- IST academic support account reps
- IST faculty account reps
Where do they work?
Faculty IST account reps
- There is one IST account rep per faculty
- Reps work on-site in their faculty from Monday to Thursday and in East Campus 2 (EC2) on Fridays Note: the Math faculty rep is based exclusively in EC2
Academic support IST account reps
- IST account reps may be assigned to multiple departments
- Most reps work out of EC2 Note: Registrar's Office rep is based exclusively in the Registrar's Office
Making our lives easier
In many ways, the IST account rep is the face of IST in academic support departments and faculties. Reps can connect IST and other IT groups together to facilitate a means for collaboration on IT-related projects. IST account reps are dedicated to collaborating with IT staff on campus to find solutions.
What can an IST account rep help me with?
IST account reps have a good understanding of the needs of their designated support areas. Get in touch with your IST account rep to:
- Assist with resolution of issues that require IST and IT group collaboration
- Help escalate RT requests when needed
- Learn more about IST Services, request training, etc.
- Assist at the onset of new projects
- IST account reps:
- May know of related solutions/projects on campus
- Can connect you to helpful IST services (e.g. infrastructure, project management, etc.)
- IST account reps:
How can I contact my IST account rep?
See the links below to connect with your IST account rep.
