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Information Technology Blog

Customer Service Initiatives

Posted On: Wednesday, August 19, 2015 Posted By: Jonathan Jamrog Tags: Customer Service, Help Desk, Information Technology

 Jonathan JamrogCustomer service in UMASS Medical School faces a unique set of challenges.  Amongst changing needs and faster technology, we are tasked with keeping up with the every-day needs of our wide range of customers – Students, Faculty, Researchers, and Administrators.  We are approaching this challenge by being mindful of their rapidly growing technology needs and by using the very same technology to further assist them, while not losing sight of personal communication. 

We are always looking into the ways to accelerate our support process and allow our customers to be self-sufficient. Recently we redesigned our UMassMed IT website to offer convenient and fast access to helpful information. How Do I section on the website, accommodate various tips, such as, how to manage and setup Microsoft Outlook  or how to connect to a shared network drive on PC or Mac.  To make our tutorials more interactive and easy to use, we have also created a series of How Do I videos which can be found on our website at as well as on the UMassMed IT YouTube channel:  This is just one of many examples of how we are enhancing our customer support services. We are excited to provide tools for our users to solve their everyday issues with just a little bit of guidance from us. 

Another example of our expanding technological reach in the best interest of our customers is the rollout of Casper for Mac. Casper is now available for download on our IT website at .  Once Casper is installed on a UMass Medical school Mac computer, it gives the customer the ability to independently install various programs as well as troubleshoot various issues.  It also gives the Help Desk the ability to remotely assist the user, which had not been possible in the past.

While we are implementing technology to further empower our users, we haven’t forgotten how nice it is to have someone right in front of you to assist with a problem.  You have probably noticed the construction, on the first floor at the Main Campus. This is a new area for Help Desk location, and with its completion looming on the horizon comes a couple of changes to Help Desk services The big change will be an extra Help Desk technician  at the UMASS Med School Main Campus to further assist our faculty, students and staff located there.  

With these new tools, we are striving to increase our customer’s satisfaction by improving efficiency and providing ways to empower our more adventurous customers to solve issues on their own.  This goal is well within reach, as we combine new technology with a bit of old fashioned face to face customer service.