Service Desk team
There was a need to have a more integrated approach to the management of the Help Line and the in-person service. To achieve this, we created a Senior Computing Analyst position by re-engineering another position. This will enable better management of the various operations of the Service Desk.
In terms of improving the support to our partner IT Representatives in the faculties and services as well as addressing more complex issues, we restructured two positions to provide a more direct line of support. Getting IT service to internal users via the faculty/service IT Reps means a faster and better-quality service for the community. This also offers capacity to better deal with emergencies.
Evenings can be a busy time, especially for our academic community. Students and professors are currently serviced on a best-effort basis by our student-staff. We have been looking for ways to offer expanded and expedited services to them for more complicated requests. We will now have staff that are more experienced and will complement our student-staff, therefore delivering a wider range of services after regular business hours, that is until 8:00 P.M. on weekdays.
Solution management team
The pandemic has highlighted the importance of having laptops and other equipment that can quickly be delivered to employees, whether they work on-campus or remotely. Though an admirable effort has been made to date during the pandemic, there is a continued need for this to be assumed more fully. The computer fleet we maintain is expected to evolve as we implement more solutions and need to administer and develop this service for the community. A Senior Systems Analyst will be managing this new team, which will be composed of two System Analysts. In addition, they will support TOPdesk, which is our main solution for managing incidents, requests, knowledge base, and the self-service portal.
So, lots of changes which we hope will result in an improved user experience for uOttawa.