March 26, 2021 Newsletter

Open Enrollment

The University of Colorado’s Open Enrollment period for the 2021-22 plan-year runs from April 19 - May 7. This three-week period is your chance to assess how well your current medical, dental, or vision coverages meet your needs and make changes. For additional information, Employee Services has provided a virtual course that walks through the benefits offered, changes to the plans, and additional ways to help save money with pre-tax health savings options. 

Calling all Trainers

The Help Desk's newest member, ClydeBot, is still in training and actively seeking trainers to help him learn. Everyone is welcome (and encouraged) to ask ClydeBot questions about OIT services. The questions he does not know, he will be trained on. To interact with ClydeBot, navigate to his temporary page and begin asking questions. 

Service Catalog Transition

When considering a service that will be released to campus, a copy of the Service Catalog Template should be created, named appropriately, and worked on over the course of the project. Once the form has been filled out in its entirety, notify Sarah for a review. The form, if done correctly, will contain all information that the Help Desk will need to support the service (testing done by the Help Desk is still mandatory before the service goes live). 

 

We are excited to welcome the following team members: 

Michael Brady began his position of Senior Administrator - Microsoft Security & Compliance on March 8. 

Bret Vlach will begin his position as Academic Support Specialist on April 1.

Know someone who may qualify? Have them apply today through CU Careers. 

• Academic Support Specialist
• Senior Project Manager
• Auxiliary Applications Service Technician

Over the last six-weeks, the BI Analyst and CSRM teams have worked to pull information from Cherwell into 11 unique and live dashboards, containing 13 years of data! The information from these dashboards will be used to make future decisions and provides a better understanding of the services that the campus is requesting. 

General Highlights

• There are currently 910 open tickets from 2010-present
• Chat and self-service contact trend lines are moving up
• Email and phone contact trend lines are moving down

2020 Highlights

• 29,634 tickets were created
  • 49% were owned by the Help Desk
  • Self-service Password was the highest category with over 3,000 requests
• The average close time was 23.91 days
• Tuesdays were the highest day for phone calls
• Mondays were the highest days for chats and emails
• Persona Affiliation
  • 29% of tickets were related to staff
  • 11% of tickets were related to faculty
  • 24% of tickets were related to students
  • The remaining 36% of tickets were related to alumni, retirees, POIs, exception accounts, deleted or null (not identified)
• 9% of tickets overall were for unsupported services

With this and other information in hand, OIT and the Help Desk are starting to clear out old tickets, review categories and subcategories, look at incidents versus service requests, and how to better serve the campus.