IRT to implement Tech Desk phone line changes to handle classroom and event emergencies


IRT to implement Tech Desk phone line changes to handle classroom and event emergencies

From Information Resources and Technologies

Beginning Friday, March 7, IRT will be implementing new features to the Tech Desk phone line, giving instructors experiencing issues with classroom technology an opportunity to bypass the call queue.

IRT recognizes that any technical problem that prevents educators from providing an exemplary classroom experience to UST students needs immediate attention. IRT Client Services will implement changes to the Tech Desk phone system in an effort to improve response time for these types of classroom issues. Instructors and event planners calling the Tech Desk who need immediate assistance in the classroom will now have the option to press “1” to be immediately connected to Tech Desk staff.

Callers will be asked to provide the classroom or event location, his or her name, and details regarding the problem. A Client Services technician will respond to the emergency and arrive at the location within 15 minutes of the call.

Another Tech Desk call center improvement will be the option to leave a voicemail message after waiting in the phone queue for over four minutes. During times of high call volume, people needing assistance will have the option to leave a message for a Tech Desk representative. These messages will be answered by a dedicated Tech Desk employee who will process all voicemail messages.

Calls that do not bypass the call queue or that are not transferred to voicemail will remain on the line and be answered by a Tech Desk representative in the order in which they are received.

For more information about the changes to the IRT Tech Desk phone lines or any technology at UST, contact the IRT Tech Desk, (651) 962-6230.