Calls to the Creighton Service Desk will follow the procedures outlined below. Please review this information carefully before using the service.
- Calls from a classroom with a technology problem will be automatically placed at the top of the queue and answered promptly. These calls will follow a script as follows:
- As a classroom caller you will be asked for your name, the building and classroom location and a brief description of the problem. Once that information is obtained, the call will politely end and a technician will be dispatched to your location
- Non-classroom calls will follow script as indicated in the next few bullet points:
- You will be asked for your NetID
- You will be asked to verify your name
- You will be asked what building you are located in – please use the regular name of the building, for example use Eppley, instead of COBA, or Creighton Hall instead of Administration. We have accounted for as many "also known as" names as possible, but may have missed a few, and to avoid confusion it would be easiest if the regular name is used.
- You will be asked if you are calling to report a failure or to request a service
- You will be asked for a description of the failure or the service
- Your failure or service will be read back to you for verification
- You will be told that your incident number will be sent to you by email
- You will be asked if you need additional assistance
- The call will politely end and your failure report or service request will be routed to the DoIT team responsible for your section of the campus. The East-Campus Team will support all buildings from 24th St east to 16th St. The Central-Campus Team will support all buildings from 24th St west to Hixson-Lied, and the West-Campus Team will support all buildings in Health Sciences from Hixson-Lied to the Cardiac Center.
- You will be contacted by a support technician after receiving your failure report or request. Whenever possible, the failure will be resolved while you are on the phone with the technician. If not possible, the assigned technician will work with you to schedule a time to work on the problem.
The Service Desk will be available to take calls from 7:00am – 8:00pm M-F and 8:00am – 3:00pm Saturdays.
- By agreement, at least 97% of all calls will be answered within an average of two minutes, except in urgent cases such as classroom problem calls which as noted are always placed at the top of the queue. This metric will be monitored carefully.
- The Service Desk representatives will follow a courteous script. If you encounter any unprofessionalism, please alert Mark Mongar (280-2262 or markmongar@creighton.edu) promptly with the name of the representative and the date and time of your call.
- The scripted call flow is intended to obtain your information within 1-5 minutes and then promptly route it for service.
- You will receive an email notification when a new incident is opened, when its status changes and when it is resolved. Your technician will also make a conscientious effort to communicate with you regularly about the status of your incident.
These changes are being put into place in order to maximize the support available to the campus with the existing IT resources. Over time, additional capabilities will be added to the Service Desk to enable a higher level of first call resolution, and your feedback will be a critical decision factor as we enhance its capabilities. Please assist us by participating in the quality of service surveys when you receive them.