Posts for the Topic customer service

Welcome to uWaterloo Connect IT! This blog will provide a collaborative environment for university community members to help shape the future of IT at Waterloo.

IST opens two new IT service desks

In collaboration with campus partners in the Dana Porter Library and New Residence Building, IST has opened two new service desks. Conveniently located, the service desks offer help with wireless connection issues (Eduroam), WatIAM administration, virus removal, anti-virus installation, general inquiries, and more.

Dana Porter (DP) Library Service Desk

Let’s talk – defining our current service agreements and planning for the future

The topic of this blog is really Service Level Agreements or SLAs for short. SLAs record a common understanding between service providers and customers about services, responsibilities, performance timelines, and a number of other things depending on the SLA. Some think of an SLA as a legal contract between a service provider and a customer. I am going to try and convince you that SLAs are a good thing and not a boring tedious process of back and forth negotiations that leave people feeling exhausted and ready to kill each other.  

Building a client-centric IT environment

At the end of May, Sue Grant, Senior Coordinator, Organizational & Human Development, facilitated a session for IT co-op students and their supporting managers focused on Communication for Exceptional Service. The session was open to IT staff from Computing Helpdesks across campus.

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