For many years, first level support staff (the people who answer the phones) in the IT Support Centre (ITSC) was comprised of Queen’s students. All that changed in 2010. Now, callers to the ITSC are greeted by full-time staff.
“We were looking for ways to provide a more consistent and efficient level of service,” explains Brian McDonald, Coordinator of the ITSC. He is quick to praise the many highly capable student staffers employed over the years, but points out that school and other competing priorities limited the students’ available time and focus. The annual turnover rate meant that a significant amount of effort was expended on recruitment and training every year.
The shift to full-time first level support staff eliminates these challenges and supports the goal of fostering stronger relationships between ITServices and the Queen’s community through greater consistency, continuity and quality of service.
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