Also, reorganized the operation layout to provide better access to the console and use space more efficiently. Upgrading the fire suppression system to an environmentally safe system. Enhancing security in the basement of Phillips Hall. Working with ATN Networking to redesign the wiring in the network area to increase capacity. Any unresolved problems at this first tier of service will be referred to the second tier, an ITRC analyst team, who will refer any problems that cannot be resolved to specialists within ATN, the University or to outside vendors.
ITRC staff strive to track and resolve customer problems efficiently.
These systems not only help with problem tracking and resolution, they provide an in-depth statistical analysis of the effectiveness of ITRC procedures and the use of resources to provide technical support for the University community. Expanded outside Tier 3 support options, which include service contracts with Microsoft and Novell, as a way to improve the ability of ITRC staff to resolve complex problems. Expanded CCI laptop support service to include one-stop access to hardware repair and loans of laptop computers. Initiated the development of a quality assurance program designed to evaluate and improve services. Completed the IVR, Interactive Voice Response, installation, which allows callers to receive pre-recorded tips and special bulletins.