WCU’s IT division receives global recognition for service

Western Carolina University’s Division of Information Technology has been recognized for the second consecutive year by HDI, a global IT service and technical support association as well as a certification and training body, as one of the top 50 performers based on customer satisfaction. In addition to being named one of the Elite 50 outstanding technical service and support centers, WCU moved up on the list from No. 25 to No. 18.

Craig Fowler, chief information officer at WCU, said the honor reflects the high quality of work across the division. “Every area is involved in problem resolution and service,” said Fowler.

To improve IT services, WCU began using HDI’s Customer Satisfaction Index service in October 2008. The service enables faculty, staff and students 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 the ratings that enables WCU to measure its effectiveness and compare results with other agencies, businesses and organizations using the HDI CSI service.

Dawn Brown, help desk manager, and Candy Benson, total quality manager, accepted the award at the HDI annual world conference and expo held in Orlando. The IT Help Desk, with six full-time and three hourly staff members, provides phone, email and faculty and staff desk-side support while Technology Commons, with two full-time staff members and 30 student assistants, operates walk-up counter support and services for faculty, staff and students. The units form IT’s frontline that responds to many of the more than 2,850 incidents and service requests IT receives each month on average.

“It is an honor for our IT teams to be recognized among the 2014 HDI CSAT Elite 50 support centers,” said Brown. “This honor from HDI is a testament to the dedication and professionalism of all the employees in our division.”