Archives: Client Services

Tuesday, August 30, 2016

Spotlight on IT: New Academic Year

Welcome to our eNewsletter, Spotlight on IT, where each month we spotlight a different trend or topic in the information technology world.  If you would like to receive this publication in your inbox, subscribe here. This special edition of Spotlight on IT focuses not on a trend, but on the great work done in our... More

Friday, March 11, 2016

ITS February Stats [INFOGRAPHIC]

Our team of 120 professional services staff provide enterprise information technology solutions and services to support the learning, teaching, research and administrative goals of Carleton University. The infographic below highlights some of the activity we saw in the month of February  Click on the image for a larger view.  The accessible... More

Thursday, October 9, 2014

ITS September Stats [INFOGRAPHIC]

September is the busiest time of the year for many departments at Carleton, ITS notwithstanding.  The infographic below highlights some of the activity we saw in the month of September.  Click on the image for a larger view.... More

Wednesday, November 20, 2013

The Importance of Customer Satisfaction Surveys

We have a number ways of measuring our successes here in ITS.   As an IT department we have charts and graphs - heaps of data showing SPAM rejected, wireless usage, virus notifications, hits to websites and calls to the service desk. But how do we measure customer satisfaction? One way is through the... More

Wednesday, November 13, 2013

ITS Service Desk – October Stats

3,528 Tickets Opened In October alone, the ITS Service Desk opened 3,528 service request tickets.  This was 399 more tickets than last October. 45.8% Of Service Requests come in via Email Email is the most popular means of contacting the ITS Service Desk.  Second to email is phone, at 26%, followed by drop-in to... More

Wednesday, October 9, 2013

ITS Service Desk – September Stats

4,302 Tickets Opened In September alone, the ITS Service Desk opened 4,302 service request tickets.  This was 230 tickets more than last September. 62% First Call Resolution 62% of all calls made to the Service Desk in the month of September were handled directly by the Service Desk, on that first point of contact,... More

Tuesday, September 17, 2013

Having technical difficulties? Here’s what you should do

If you're having a technical problem, or notice that a service is down, ITS is here to help. First Check our Service Alerts page Planned maintenance will be posted on our service alerts page along with any unforeseen outages.  We try to update it as soon as we know of the outage/issue.   If you... More

Tuesday, September 6, 2011

Residence IT Support – Updated Location

Welcome new and returning students to campus!  We’re here to help you get connected by providing free-of-change IT support for students moving into residence. Our team of experts will be at Stormont House for the remainder of the week. Dates: Tuesday Sept 6 – Friday Sept 9 Time: From 10 – 5 Location: 224... More

Tuesday, May 3, 2011

Improving the Client Experience

This year, Client Services accomplishments centered around improving the client experience through technology and process... More

Tuesday, April 5, 2011

Measuring Customer Service Satisfaction

We have different ways of measuring our success here in ITS. But how do we measure customer... More

Monday, April 4, 2011

The Move to Windows 7

ITS is building a new Windows 7 image which will be significantly leaner than the current XP version that is installed in the 25 Student Public Labs across the... More

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