Proposal #73
Proposal Title: IT & Facilities Help Desk System
Anticipated Savings/Revenue:
With very small startup cost, the savings can be measured more in time savings and efficiency in servicing faculty & staff. If time savings translates to money (which I think it does) savings is tremendous.
Units affected:
College of Health and Human Services Information Technology Department has currently implement these and could potentially benefit other units/areas.
Impacted Degrees/Courses: None directly but due to cost savings and faculty efficiency it may.
Brief Description of Proposal:
Using a central help desk system for the college has provided increased response time, improved communication with clients as well as enormous efficiency increase for the IT department. It was so successful in fact that we expended it to Facilities and Operations. The system which initially cost $1200 one time and we took over the code and maintenance, allows faculty/staff to enter their own ticket, get an automated response that we have received it, notify the tech via email once ticket is assigned and allow issue as well as time tracking so nothing gets lost in the daily shuffle. This differs from DoIT system as it allows better user interaction, communication and allows me to generate reports to increase efficiency. It also allows for techs to be auto assigned for certain tasks to increase response time furthermore.
Note: Proposals are posted as submitted, without
editing other than to remove the submitter's contact information.
