These updates cover news from LSA IT, as well as the broader Michigan IT community that’s here to serve your IT needs. Feel free to forward to others who may be interested. Feedback and questions are always welcome.

In this issue:

The LSA IT Service Desk Has Moved - With the expansion of the LSA Opportunity Hub, the Service Desk in the LSA Building is now closed.  The new office is located in Angell Hall, Room G220.  A desktop support specialist from the Customer Experience Team is available Monday through Friday, 8am - 5pm to provide walk-in service for computer support requests.  A list of all of our available walk-in locations is available here.  (Contact: Lisa Callihan)

Engaging Ideas & Appetizers Event: Friday, March 24 1-3 pm - Do you want to find new ways to engage students, but don’t have a lot of time to search? LSA’s Instructional Support Services-Learning Technologies & Consulting Group (ISS-LTC) is excited to show you six innovative ideas in less than two hours. Each session will last 15 minutes and run several times throughout the event. We’ll have snacks, too! Faculty and Michigan IT staff from all units are welcome to attend. RSVP requested. The event will take place at the LSA-ISS Media Center, 2001 Modern Languages Building. View our electronic flyer here.

The following sessions are offered:

  • Engage & Empower Students Through Interactive Websites

  • From Attendance to Attention, Passive to Participating: Getting the Most Out of Audience Response Systems

  • Making the Most of Your Classroom

  • How to Get Started with Video Projects in Your Course

  • New Collaborative Tools in Google Suite

  • Ten Learning Activities to Engage Your Students Today: No Technology Required!

LSA IT Service Desk Scorecard - Monthly support ticket statistics are included below. (Contact: Lisa Callihan)

 

LSA IT Support Requests

December 2016

January 2017

February 2017

Total Ticket Volume

1,174

1,686

1,679

Total Tickets Resolved

1,242

1,593

1,576

Tier 1 Resolution Rate

49%

47%

52%

Key Performance Indicators

Average ticket resolution time

16 hours

17 hours

18 hours

Tickets responded to within 4 hours

89%

88%

90%

Calls answered within 30 seconds

99%

99%

99%

Overall Customer Satisfaction

99%

99%

99%