On March 29, 2022, the AskIT Service Desk implemented a new, improved version of the Scheduled Callback solution for caregivers via the IS Self-Service Portal. From a caregiver perspective, the changes are seamless and not very noticeable. However, this new solution enhances the process for scheduling a callback with the AskIT Service Desk in several ways.
Improvement to Scheduled Callback solution
Caregivers now receive an email confirmation with an iCalendar attachment to save the Scheduled Callback appointment on their calendars.
- The iCalendar attachment has a built-in reminder for a 15-minute notification before the Scheduled Callback takes place.
- The email confirmations have a direct link for caregivers to reschedule or cancel an appointment.
Caregivers now have a dedicated section to input a ticket number if they are calling for a status of an existing ticket.
Topics for the Scheduled Callback are now in a drop-down menu, which provides additional background information to enable quicker and smoother resolution around:
- Existing incident or request
- Workstation
- Phone
- Application
- Network
- Printer
- Password reset
- Multi-factor authentication
- Other
Time slots are available in 15-minute windows to allow for caregivers to receive help when it is most convenient for them.
- As of April 25, 2022, time slots have been expanded to allow caregivers to schedule a callback for more times than previously available.
Caregivers can navigate to the new Scheduled Callback the same way they previously did, through the Schedule a Call button on the Contact IS page of the IS Self-Service Portal.
Questions
Please reach out to Jeremy Lee, manager, Service Desk, or Angela Sanders, exec. director, Service Desk, with any questions or concerns.