Help Desk Satisfaction:
random campus customers surveyed after calling the IU
Support Center gave their experience a 4.75 out of 5 satisfaction rating.
Leveraging Shared Services:
Taking advantage of central services has benefited the
campus through 24/7 server room and call center staffing and provided additional
experts to assist in network and telephone system troubleshooting.
IT took a leading role in assisting the campus with the implementation of
a new constituent relations management tool (CRM), called Talisma. IT developed a
Talisma Specialist position and manages that employee—who is already providing new
capabilities to the admissions process.
used computers were sold in the Barnes and Noble Bookstore,
with $26,600 in proceeds going back to the student tech fee fund.
In 2012 we held two employee retreats featuring activities
about building trust inside and outside of IT. Growth opportunities for staff included
attending the Statewide IT Conference, the Management Training Series (MTS), and
the IT Leaders Program (ITLP). In addition, some staff attended discipline-
specific technical training.
Phones + Training:
Our new UniCom/Lync phone
system rollout included meeting with every school
and department in advance and then in one-on-one
training with virtually every employee and faculty
member. Our trainers wore special t-shirts to the
advance meetings. In addition, custom training
guides were created that became a model for
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