February 28, 2020 Newsletter
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 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
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.
| 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.
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.
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