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ITS Makes Improvements to IT Support Model

ITS has implemented several changes to provide callers to the IT Help Desk with an improved customer service experience.

These changes include:

In the event an individual calls the Help Desk at 314-977-4000 and the wait time is over 90 seconds, the caller will receive a greeting with their number in the queue and an estimated wait time. If the wait will be more than two minutes, callers will be offered an option to have an agent call them back.

ITS has also implemented a Tier Two Support Desk staffed with SLU IT support team members. This desk is designed to provide additional support for the IT Help Desk and provide a seamless transition for individuals at Saint Louis University. In the event a call lasts more 10 minutes or if the Help Desk representative knows the issue can be resolved over the phone but will be 10 minutes, they will attempt to warm transfer to the Tier Two Support Desk.

Examples of calls that will be transferred include software installs, password resets and computer lock outs. Calls that involve hardware issues, such as a printer jam or a monitor  that is out, will be passed directly to the field techs.

For any support concerns or questions about these improvements, contact Megan Greathouse Gause.