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ITS forms new customer service department

October 28th, 2010

Information Technology Services recently formed ITS Customer Support Operations, a new department that will directly deal with concerns and complaints filed with ITS.

The consolidation is the result of a reorganization of the department in order to deal with an increased number of technology issues this year. Former director Pat Dawson recently left JCU to pursue opportunities elsewhere. Her absence also encouraged the redesign.

The director of the new department is Lloyd Moreland, previously manager of desktop support operations.

Chief Information Officer Michael Bestul said, “We examined the current organizational structure and used the opportunity of an employee leaving to strategize about how we could make improvements to customer service by bringing additional focus to those areas.”

The restructuring includes consolidation of the Help Desk and Classroom-Desktop Support under one director while moving the Center for Digital Media into the Chief Information Office.

The difference in the department is that now the range of control is concentrated in the Help Desk and Classroom-Desktop Support area.

“We hope [the consolidation] will bring new efficiencies and improved service to those areas,” said Bestul.

ITS restructured to serve campus more quickly and efficiently. This semester, students have had issues including spotty Internet connections and glitches in Blackboard and BannerWeb.

Freshman Genny Goergen has had some frustrations with technology this semester.

Goergen said, “Luckily my Internet connection was never really a problem, but I did have issues logging onto Blackboard at the beginning of the year. IT was always very helpful but I had to call several times because I kept having problems.”

Students became even more exasperated when the ITS station set up in the student center during the first week of school reportedly had close to an hour-long wait in order to connect students to the secure JCU network, something they did not necessarily need.

Moreland was unavailable for comment.