Seems like it used to be easier, didn’t it? Usually when you got stuck you could just call or find someone in IT to help you
right then and there.
Things have changed. We now
(after WR and Pivot became one) have over twice the number of employees and twice the
number of locations to support, with less of us in the combined IT team. We
can’t always – can’t even usually – drop everything for every request.
But if you are in a crisis, if you can’t do your job, if you have a deadline crunching down on you and you need IT, we’re here.
Here are some improvements we’ve implemented recently. If you
have more ideas, let us know!
- Email to “Help Desk.” We’ve already made it easier for you to submit your request to the Help Desk system. Just shoot an email to “Help Desk” and it’ll create a ticket. You may have missed this announcement in the Everyone Chatter group.
- Shorter wait times. Especially for the first several months after the acquisition, there were tickets that sat for weeks, even months. That was bad. But give us a chance to show you how much better it is now. Quick responses to the tickets are now a part of our performance measurements. If we can’t close your ticket right away, we’ll update you at minimum once/week so you know why.
- Satisfaction Survey. Whenever we close a ticket, the “ticket is closed” email contains a link to a satisfaction survey. We want your feedback! Fill in the survey! It just takes a minute.
We’ll keep trying to get better and
we appreciate all the support and encouragement you give us.
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