Client Services organizational design
There are two units in Client Services:
- Customer Relations and Support (CRS)
- Includes IT training and software licensing
- Service Desks
- Includes communications and telephone services
Customer relations and support
- There are IST account representatives assigned to all the faculties and all the academic support departments.
- Account reps have various roles to support IT in their respective areas. One common role is to be the first point of contact for clients needing information about IST services.
- Desktop Rollover program administration and support.
- Coordination of the IT Professional Development (ITPD) training program.
- Site licensed software administration.
- Coordination of Professional Development Seminars.
Service desks
- IST administers three IT service desks: Residence Service Desk in Village 1 (V1) and the IT service desks located in the Davis Centre and Dana Porter Libraries. Activities include workstation/wireless troubleshooting, WatIAM administration, smart phone setups, exam scanning, software distribution.
- The Media Loans area provides access to videos for academic courses. Also provides a location to view videos for instructors wishing to preview a view, for students who missed a class when the video was shown, and for students wishing to review the video. This area also looks after the distribution of podium keys for electronic classrooms.
- Telecom Services, for travel plans, switchboard, phone directory, and smart phone purchases.
- IST communication officer supports all of IST.
Other support activities
- Management of the Jira Service Management platform for the recording, assignment, tracking, resolution and follow-up for all client-initiated problem reports.
- Application consulting and training.