We met with our new group for the Spring term to discuss what revised Service Desk Web page could look like. We also asked some general questions about IST to get our group generating some ideas.
We asked them to take to come up with a list of ideas that IST does that they like:
- I get Wi-Fi anywhere on campus!
- Good documentation about connecting to services
- Res IT desk is awesome!
- Free Microsoft office instead of paying
- Learn update is good
- Wi-Fi is great for the most part
- Office 365 is great for us students
- Portal providing a good list of useful tools
- Alternative channel communication (reddit)
- API's
- Security initiatives (Duo)
- 2FA is a good idea
- Compromised accounts are dealt with quickly
We asked them to tell us what is frustrating about IST:
- Printing
- Wireless at Renison
- Printing (customizing document pages)
- Portal is a bit laggy / overwhelming
- IST should provide a better database of free / open software
- Lack of knowledge about IST Services
- Quest looks outdated
- The new learn is very jarring and I'm not comfortable with it yet
- Quest should be active sooner for new students
- UW Portal has not been updated (book look?)
- Velocity Wi-Fi
- Email for network problems
- Wi-Fi in DC 1351 (slow)
- 2FA is SMS only (don't want to use the app)
- Open data api issues (but we appreciate the effort)
- Software (no good list)
- No support for IoT devices on resnet
- Why are scholarship T4's in myHRinfo
We asked them to tell us what some small wins might be:
- More posters for marketing services
- A mass email to new students introducing IST
- Meeting room instructions for AV
- Marketing website on residence TV's
- Booths are great - do more of these!
- Quick guide on how to use learn
- Dons should talk about IT to their students
- Advertise IST pages on housing site
- Did you know posters for valuable services / systems
We asked them to tell us what the new Service Desk website should look like:
Our team came up with a couple of mock ups, but suggested a look and feel similar to the Housing Welcome to Rez page, or the new Office 365 page. We need to make an effort to cut out the clutter, and focus only on the important information that's relevant to the visitors.
