Widener University Information Technology Services

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Widener UniversityInformation Technology
Services
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The Problem

• HelpDesk staff are great, when you can get them

fun
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The Solution

• Partner with a company that can take over the
  level 1 support calls.
• Allows staff to spend more time with our
  customers.

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Added Bonus

• Phone and chat support 24X7X365
• Many learning activities take place during hours
  the HelpDesk is typically closed
• Knowledge Base allows for self-help option

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Presidium Learning

• Call center located in Somerset, KY
• Partnering with over 500 colleges and
  universities
• 500-1,000 seasonal workers, Widener has its own
  small team

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Introducing a Co-managed Solution
Phone
Live Chat
Self-Help
Tier 1 Support Presidium Learning Privately
Branded
Tier 2 Routing to on-site HelpDesk Staff
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www.widener.edu/ITS
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Portal Knowledge Base
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How it works...

• Services include support for Enterprise
  Applications including Microsoft Office,
  CampusCruiser, and WUMail.
• Self-service portal and Knowledge Base with
  specific information related to Widener
  University.
• 1047 will be redirected to Presidium Learning
  call center.
• Those items that can not be handled by Presidium
  will be passed to the Widener University onsite
  Help Desk.
• The service is available to all faculty, staff,
  and students.

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Meet the Team...
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QUESTIONS