Friday, February 5, 2010

Changes to 5500* Helpdesk Phone Number

From Wednesday 10th February 2010, there will be a change to the call management Helpdesk service available to JCU students and staff across the Townsville and Cairns campuses. In cooperation with Library & Information Services and Student and Academic Services, ITR are initiating the changes to address the outcomes from the IT Service Quality Survey conducted with JCU staff in September 2009. The intent is to provide the best call management service within available resources.

Please note that the Library Infohelp desk will continue to offer in person first level IT support for students during library opening hours.

The new HelpDesk Call Centre will be available on the 5500* number. Callers dialling 5500* will be presented with a voice menu offering 4 options which can be chosen by selecting that number on the keypad:
  • Option 1 will push your call to the IT Helpdesk;
  • Option 2 will push your call to the Library;
  • Option 3 will push your call to Student Admissions/ Enquiries;
  • Option 4 will provide information on the current status of IT Services.
Callers will only have to remember one number 5500*. The new system provides us with the ability to have ITR staff located in Cairns and Townsville answer calls on the 5500* number thus providing an improved and equitable service across both campuses.

* (NB. For external callers, the phone number is: (07) 4781 5500)

For more information, please refer to:
http://www.jcu.edu.au/archives/centralcomputing/msg01839.shtml

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