ACC’s Information Technology Department is rolling out a new, enhanced system for handling employee technical support.
The Mojo Helpdesk software will be used for any type of technical issues, from assistance with computer hardware and software, to support for Blackboard and other third-party applications. In addition to providing a convenient way for faculty and staff to submit and track service requests, the system will make it easier for IT to assign requests to the appropriate staff members.
Employees can access the mobile-friendly help system through their Google apps menu or through links on the Faculty & Staff or the Technical Support Services Forms webpages. The new system will be phased in over the next few months.
IT Vice President Stan Gunn says the department decided to switch help platforms after computer support technicians from IT and the former Instructional Resources and Technology Department were combined into one group last year. Since then technicians have been cross-training so that they can support all types of faculty and staff technical needs.
“We’re very excited to be able to adopt a more updated and efficient platform for tracking all of our user requests,” he says. “We see this as a platform we can build on that can be used by other departments as well.”
Gunn says Mojo’s data collection and reporting features will help the department monitor activity and adjust processes as needed.
“Every time a user submits a request they’ll be asked for feedback on our performance,” he said. “We hope faculty and staff will help us in our constant drive to improve service.”
For information about the Mojo implementation, contact Teju Tendolkar at email@example.com.
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