In January 2023, Enterprise Technology & Services (ET&S) completed a three-year project to integrate the Enterprise Technology Help Desks at Keene State College, Plymouth State College, and the University of New Hampshire into a single unit to enhance support for all ×î¿ì¿ª½±Ö±²¥½ÁÖé½á¹û (×î¿ì¿ª½±Ö±²¥½ÁÖé½á¹û) students, staff, faculty, and researchers.
The goals for this project were to create operational efficiencies by streamlining Help Desk support operations into a unified environment, including unified ticket handling and call handling using a single client portal for all ×î¿ì¿ª½±Ö±²¥½ÁÖé½á¹û users regardless of campus affiliation.
Unifying these services has reduced call waiting time by 60%; decreased the mean time for Help Desk on Resolution on tickets from 4.89 (hours) to .75 (hours); maintained a high overall customer satisfaction rate of 4.9 out of 5.0.
