Providing user services with cross-organizational cooperation

Recently, the University of North Texas Computing Center developed a Support Services Initiative to improve its customer service. Tlte objectives of this initiative include clarifying and streamlining how users can obtain support, and improving coordination among staff in resolving user problems. From the beginning, it was recognized that such an initiative should involve all areas of the Computing Center. A Support Services Team made up of staff from the Center's various units was formed to develop and implement this initiative. Tlie Team created a new Support Services Information Desk that provides a service information hub for all Computing Center units. Functions include telephone and walk-in support, software distribution, trouble-call dispatching, and system monitoring. The Information Desk area is staffed with a full-time professional supervisor and hourly student employees. In addition, professional staff from the Center's various units serve on a rotating basis. Training for Information Desk employees on the various supported systems is provided by professional staff from the Center's units and is built into the group's weekly schedule. The Information Desk reports jointly to the Senior Director of Academic Computing and the Director of Network and Microcomputer Services, two areas with high volumes of customer requests for assistance. Currently, the Support Services Team is implementing an automated tracking system to support the customer service function. Tlie University as a whole is moving toward a two-tier support structure with the Support Services Information Desk as the linkage between tiers. The Support Services Initiative has done much to improve computing support providing by the UNT computing Center. Its cross-organizational reporting structure and team approach are key elements to its success. Broad participation of and commitment by members of all areas of the Computing Center ensure that resources are focused on the single most important issue facing us - meeting user needs.