Enterprise Information Technology Services Press Release
The University of Georgia
Athens, Georgia

OCIO > EITS > Press Releases

Wednesday, May 20, 2009

WRITER: Bert DeSimone,706-338-9849, bert@uga.edu
CONTACT: EITS Help Desk,706-542-3106, helpdesk@uga.edu

New EITS Help Desk Web site set to launch June 1, 2009

ATHENS, Ga.— Visitors to the EITS Help Desk Web site will see a new look, new features, and enhanced content beginning June 1.

The new EITS Help Desk Web site uses wiki-based technology to deliver content and services

"By incorporating a wiki-based interface to provide ease of access to the wealth of information at the EITS Help Desk, this new Web site will allow our visitors to have easier access to the answers they need, when they need them," said Mark Zimmer, manager of the EITS Help Desk.

Zimmer went on to say that the Help Desk staff have been working on the site for several months to better serve the thousands of visitors to the site. According to Help Desk statistics, the site provides information for as many as 3,846 unique visitors in a single month with an average of just under 3,000 unique visits per month over the past year.

"This new Web presence will improve the quality of the information our customers have access to and introduce some new ways to interact with the EITS Help Desk," said Shawn Ellis, director of EITS Client Services and recent recipient of an honorable mention in the Outstanding Customer Service Leadership category of the 2008 Chancellor's Customer Service Outstanding Excellence Awards. "We see the overall effect of resolving customer issues and questions more quickly as helping thousands of UGA students, staff, and faculty accomplish the work of the university more efficiently."

The new site includes an online chat service with plans to soon offer screencasts. Screencasts are recordings of computer screen output that include narration to assist users with computer programs and tasks.

According to Mike Dennis, "the new Help Desk Web site supports an enhanced customer-focus approach and is a representative benefit that Six Sigma methodology and the Compact Planning process bring to the university."

Compact Planning is a highly interactive, collegial, and participatory planning process involving clients, partners, and IT professionals throughout the University. Six Sigma, a quality management program designed to achieve high levels of quality through the application of statistical methods to improve operating efficiency, complements and supports the Compact Planning process.

eits.uga.edu/helpdesk

The EITS Help Desk strives to provide professional first-tier technical support to the UGA community. Its goal is to empower clients by making IT knowledge accessible. This is accomplished by providing a focused knowledge base and an efficient call center that acts as a single point of contact for UGA IT services.

For related information, please see:

IT Compact Planning at UGA

Press Release: Enterprise Information Technology Services facilitates Six Sigma training for IT leadership at UGA

Press Release: Shawn Ellis receives Outstanding Customer Service Leadership Award

About the Office of the CIO and EITS
The Office of the Chief Information Officer and Enterprise Information Technology Services (EITS) are committed to the mission of UGA as a land-and-sea-grant institution where academics come first and the research extensive university community encourages research efforts at the undergraduate and graduate levels. To that end, under the direction of the University´s Chief Information Officer, EITS endeavors to provide a robust, reliable, and secure information technology infrastructure, maintain essential production services, and offer world-class support.