IT division again named one of HDI’s ‘Elite 50’

The Division of Information Technology’s Kenny Chapman serves as Help Desk manager. WCU’s IT division has been named to a global “Elite 50” list in recognition of the service and support it provides to the university community.

Western Carolina University’s Division of Information Technology has been recognized for the fifth consecutive year by HDI, a global IT service and technical support association, as one of the top 50 performers in that field based on customer satisfaction.

WCU’s IT division is one of HDI’s “Elite 50” technical service and support centers.

Craig Fowler, chief information officer at WCU, said the consistency of the division’s high level of service is attributable to employees throughout the division who make customer service their top priority. “Our IT staff members take great pride in their work and all areas of the division are involved in problem solving and service,” Fowler said.

The division began using HDI’s Customer Satisfaction Index service in 2008 to enable students, faculty and staff to answer a five-question survey after receiving help or a service from IT. The customer rates on a scale of one to five the courtesy as well as the technical skills and knowledge of the analyst; the timeliness of the service provided; the quality of the service provided; and the overall service experience. HDI creates a performance index based on those ratings that enables WCU’s IT division to measure itself against other agencies, businesses and organizations using the service.

WCU IT representatives will accept the “Elite 50” award at the HDI conference that will be held in Washington, D.C., on Thursday, May 11. That is also when the division’s exact ranking in the top 50 will be announced. That ranking is based solely on the “overall service experience” survey question, and over the past four years, WCU’s position has ranged from 13th to 27th place.

Dawn Brown, customer experience and quality assurance specialist for WCU’s division, said support requests coming in to the IT staff have increased 56 percent over the last five years, from 25,319 in 2012 to 39,496 last year. About 3,300 requests per month come in through phone, email, chat, self-service and walk-up counters located at the Technology Commons and at the Health and Human Sciences Building on the Cullowhee campus and at WCU’s Biltmore Park instructional site.

The IT staff currently includes 82 permanent employees, five hourly employees and about 31 student workers. They support more than 5,000 WCU-owned computers and tablets and maintain two data center sites with about 400 servers, Brown said.