outlookchris
CommonSpot Support Process Improvements
I worked with Information Services to integrate our support form into the university-wide support.kent.edu online ticketing system. I trained our staff on using the system and planned an initial pilot to test the approach. Some users have already began using the new approach, without any prompting from our team. Integration with the IS system will allow us to coordinate more closely with the central IT technical support at Kent State, make our documents easier to find, improve tracking of support requests and allow requests to be transferred more easily between divisions. I've also written two articles for the support.kent.edu knowledgebase and worked with the Knowledge Coordinator to add them.
CommonSpot Support Process Improvements
I worked with Information Services to integrate our support form into the university-wide support.kent.edu online ticketing system. I trained our staff on using the system and planned an initial pilot to test the approach. Some users have already began using the new approach, without any prompting from our team. Integration with the IS system will allow us to coordinate more closely with the central IT technical support at Kent State, make our documents easier to find, improve tracking of support requests and allow requests to be transferred more easily between divisions. I've also written two articles for the support.kent.edu knowledgebase and worked with the Knowledge Coordinator to add them.