New Location of IT Help Desk Increases Accessibility, Efficiency
The door of the Help Desk office, now located in JCI, is almost always open during its hours of operation, 8 a.m. to 8 p.m. PHOTO BY JIM MALVEN.
BY KARLEY LONG
Up until the fall of 2016, the Information Technology Office was located on the third floor of the Hazel Wing in Reeves Library. Now, the IT Help Desk, an office that helps the campus with technological issues, is in the center of student traffic in the Johnson College Inn.
Student Technical Support (STS) workers agree that the change of location has helped to improve not only accessibility to the office but also to increase the efficiency in services.
“There are more walk-ins now and less tickets to get to later,” said Pranish Kotha, ’19, an STS team member.
The change of location for the IT office took place over the summer.
“Hazel was much more restrictive,” said another STS team member, junior Manoj Ghimire. “We are now in the center of student activity.”
“We are now in the center of student activity.” –STS team member Manoj Ghimire, ’18, on the Help Desk’s current location
The idea to change office locations came from administrators and members of IT, the team said.
According to a student survey conducted in early February, 45 of 70 Westminster respondents, 64 percent, had used the Help Desk services for help with various issues. Of those 45, 40 noted their issue was immediately resolved.
The Help Desk is a collaboration between two IT resources: the STS student team and IT staff. STS aids in solving technical issues. Any school software problems with Moodle, MyWC or Outlook can be handled by the STS team. Other issues, such as a problem with an electronic device, can be handled by IT. According to the workers, the fastest way for students to solve an IT emergency is to walk into the office, which is open from 8 a.m. to 8 p.m. on school days. Faculty may call in from the classroom.
Even with the increased efficiency that comes from the new location, the STS team could use a few more workers, Ghimire said. He said that the STS team is composed of five students but that eight employees would be better able to handle the load of IT issues, specifically during busy times such as Symposium and the upcoming Undergraduate Scholars Forum.
Even with the increased efficiency … the STS team could use a few more workers, Ghimire said.
“We try to always have three students in the office, but sometimes it just isn’t enough,” he said.
Students, faculty and staff members can take any technological issues directly to the Help Desk or report them to firstname.lastname@example.org.