UTS by the numbers

Have you ever needed IT help, but weren’t sure where to turn?

University Technology Services (UTS) provides telephone, email and walk-in support to the McMaster community for technology issues and wants you to turn to them for IT help!

UTS made recent changes to its front-line service area to help make the end user experience even better, and they’ve certainly seen some positive results.

What’s changed?

Student staff members have been reassigned from campus computer labs to work at the service desk and assist with answering calls, which means shorter wait times for customer support.

There’s now a service desk coordinator and rapid triage process to ensure the right support is identified for each issue.

UTS has added a process for customer-service follow up to ensure each issue and request has been resolved and this gives users the option to provide feedback after each call, helping UTS to continuously improve its service.

You also may have noticed that submitting an online ticket or service request has become much simpler. The recent implementation of JIRA Service Desk, an online ticketing tool, has made it easier for users to get help and for UTS to track and follow up on each request. Users can request help via email or by submitting a ticket through the online portal.

These changes have made it easier for faculty, staff and students to log a service request, and has increased customer satisfaction levels to an average of 4.8/5. In the last 12 months, UTS has received over 20,000 tickets and service requests, and 99% of these tickets have been resolved (the last 1% are longer term issues that the team is working diligently to resolve!).

Based on this success, other groups across campus are starting to use JIRA to focus on their customer service areas, too. UTS has partnered with many departments across campus, including Social Sciences, Student Support and Case Management, HR Reporting and Control, and the Centre for Continuing Education, providing them with access to use JIRA Service Desk in various capacities to help their departments. Other departments are also showing interest in using JIRA Service Desk to simplify the way they work.

If your team is interested in learning more about using JIRA, contact Sue McKinlay at smckin@mcmaster.ca

Need IT Help? Contact UTS:
Phone:  905-525-9140 x24357
Email: uts@mcmaster.ca
Client Self Service: https://servicedesk.mcmaster.ca
In person: BSB Rm 245