About the University Help Desk

The IT Help Desk is the first point of contact for service and support at Antioch University.

Our Goal

To provide quality service to the Antioch Faculty, Staff and Students through problem recording, tracking, ownership and resolution to increase customers’ productivity and success. Furthermore, the IT Helpdesk team is dedicated to fostering an environment which encourages self-reliance and the use of available technology and to provide informational resources that track, resolve, and offer solutions to IT issues.

Our Objectives

• Offer support through multiple service channels.
• Increase our “first contact” resolution rate.
• Provide and maintain a working environment that is conducive to creating a positive experience for our customers.
• Continuously improve our skills, service, and equipment.
• Improve our customer communication and workflow process.
• Publish reports on technology resource use.

Our Values

Commitment to satisfying our customers anytime, all the time by:

• Being dependable, responsive, proactive and professional.
• Taking ownership of the problem at hand.
• Adding value at every opportunity in the delivery of our solution.
• Constantly seeking opportunities to enhance our customers' experience.

Our Service Level Standards

• Create a case in Web Help for each call/email received.
• Answer all calls to 1-866-662-0056 when delivered such that “in-queue” time does not exceed 60 seconds during normal business hours 90% of the time.
• Return all Voice Mail calls within an hour during business hours.
• Maintain a “call abandoned” rate of 5% or lower.
• Route calls with appropriate information to the other IT groups at AU.
• Maintain ownership of a problem or case until it is resolved.
• Escalate a case to the appropriate Managers when the service level time-frame has been exceeded.
• Publish monthly reports on our customer resources usage.