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February 28, 2020 Newsletter

Newsletter

February 28, 2020 Newsletter

Announcements

No CAB on Tuesday, March 10

The Change Advisory Board will not be meeting on Tuesday, March 10th. Please plan your change requests and changes accordingly. 

 

Adobe Creative Cloud

Adobe Creative Cloud is available to Faculty and Staff and may be requested through the Adobe Creative Cloud website. Simply select "How Do I Get Started". The cost is $65 for the current license year, which  runs from July 1 - June 30. There is no pro-rated cost.

Now Hiring

Now Interviewing

LMS Administrator
Videographer and Editor

Additional information about these positions can be found on CU Careers.

 

Positions Coming Soon

Office 365 Administrator
Academic Support
Data Analyst

Switchboard/Help Desk Merger Fall Statistics

In May of 2019, the Telecom Switchboard and Help Desk merged and implemented an IVR (Interactive Voice Recognition) system for all calls placed to 719-255-UCCS. This merger was identified as an area of efficiency and allowed for consistent customer service. The below table reflects the number of calls and work that was done by each team pre-merger (Fall of 2018) and post-merger (Fall 2019). In addition to the below metrics, the savings from this merger helped support on-going and new iniatives within OIT, to help better support campus. 

 

Telecom/Help Desk Merger Statistics
  Fall 2018 Fall 2019
Number of calls placed to switchboard (255-UCCS) 21,667 16,552
% of calls answered by Operator/Technician 92% 7%
% of tickets resolved by Help Desk   55%
% of tickets resolved by Second Level   4%
% of tickets resolved by Telecom 83% 41%
Hours to resolve Telecom ticket 29 25.5

 

Information about the merger can be found in the May 10, 2019 newsletter edition. 

Got Storage? March 3rd Bytes answers your questions about Storage

Do you store files on OneDrive, SharePoint or on a campus server? Which one works best for which files? Attendees will learn when to use which storage platform during the next Bytes with OIT session at 2 p.m. March 3 in University Center 309.

Greg Williams, director of networks and infrastructure; Mike Belding, director of user services; and Mark Hilberg, director of applications; will host a sixty-minute come when you can, question and answer session, and 15 minutes of updates from OIT.

Want to know more or cannot attend? Join the Bytes team to find the schedule, ask questions about upcoming and past Bytes, remotely attend up-coming Bytes sessions and review the recordings after the fact.  

 

OIT's Single Point of Contact - Help Desk

Now available 24 x 7 x 365, the OIT Help Desk is the single point of contact for all information technology-related questions.  Requests will be tracked and routed to the appropriate staff member, if not answered by the Help Desk, through Cherwell. Cherwell allows the department to track tickets, maintain a single point of communication, and build metrics, which in turn help the campus by identifying the needs of the campus. 

You may provide (anonymous) feedback about this and any other service at OIT Feedback