If Something Goes Wrong…
If something goes wrong where we have made a mistake (e.g. missed appointment, customer data lost, broke something) or a customer is claiming we have, please give a heads up to either Max Cohen or Kirsten Petersen. We will make an effort to get in touch with the customer and apologize for the mistake and do what we can to make it right. Also, please make careful notes about what happened in the ticket.
No one is perfect, and we will make mistakes. But how we handle them can be the difference between a very angry customer and a very happy one.
Escalation is Your Friend
If you don’t know how to handle a customer’s request, you can always escalate. Asking a full-timer or more senior student is one method. Failing that, you can assign the ticket to one of the following groups in TeamDynamix:
- “SD – Escalation” group – for difficult technical questions
- “SD Managers” group – for anything that has become very problematic (e.g. angry customer, weird request)
Please don’t punt the customer because you don’t know the answer. Tell them you are going to find out. And when you do find the answer, document it.
When to Refer
Please don’t refer customers to the vendor for services that OSU provides. For example, if someone is having trouble with Exchange, don’t refer them to Microsoft. Talking to the vendor in that case is our (Information Services’) job.
Referrals to Admissions, Registrar, Financial Aid, Human Resources or a Business Center are appropriate, but please make sure you are referring the person to the right place. If you aren’t sure, ask a full-time tech or student lead.
Please don’t refer customers to other departments within Information Services. Generally we should make the ticket and contact the other group on their behalf. Exception: if there is a form or other stated method for requesting a service, direct the customer to it.
In all cases, make sure the customer knows why you are referring them, and that they know what to ask for when they talk to that other department.
OSU Event Calendar – A new OSU Event Calendar application is coming in February 2018, and the IS Service Desk will be the first point-of-contact for support. Documentation will be in the TDx KB and is in-progress.
IS Service Catalog – A complete catalog of all services provided by Information Services will be published soon (anticipated mid-January). The catalog is being built in the TDx client portal, but will also be front-ended with a more user-friendly interface on the IS website. The service catalog will contain information about what a service is, who is eligible for it, and how to request items related to it.
For tickets created in all Service Desk groups (including OSU-Cascades and ECTU) between 11/20/2016 and 12/2/2017:
- Total Tickets: 33,535
- 54% were CN tickets
- 66% were resolved within 1 business day
- 3,459 customer surveys were submitted
- 97% of survey results were positive
- Ratio of tickets resolved versus tickets created (goal is 1.0 or higher): 0.99