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Technical Support Available 24/7 to Students, Staff and Faculty Through WebsitePosted Sept. 27, 2010
Staff, faculty and students no longer have to dial the phone or leave their office or residence hall to get technology, FlashLine, Blackboard Vista or password help. Launched by Information Services last year, support.kent.edu provides direct and convenient access to popular Kent State support articles online, as well as live chat with an agent, software downloads (including antivirus and VPN software) and frequently requested phone numbers, 24 hours a day, seven days a week.
Staff and faculty can even create their own support requests, right from their own computer, saving time and ensuring the request is routed to the correct Kent State support professional. "The website is great for end-users because they can track the tickets they submit to see what progress has been made toward the resolution of their issue," explains Ruth Ruggles, Knowledge Coordinator for Information Services.
Visits to the online support center were at a record high throughout August 2010, with more than 19,000 articles viewed and more than 1,000 self-service requests. Information Services is constantly monitoring the use of support.kent.edu and adding new and revised support articles daily. A Twitter feed that displays critical updates in real-time was recently added.
"With all of the features that are offered on this site, people often find the answers to their own questions without having to take the extra step of placing a phone call for support," notes Jeremy Benington, senior information technology user support analyst for Information Services. "As time goes on, support.kent.eduwill evolve into an even larger repository of FAQ for many departments across Kent State University."
For users who would like to speak to someone directly, support agents are still available by phone at 330-672-HELP (4357). In-person help is also available at the Information Services walk-up desk on the first floor of the Library and complete computer care is available at The Tech Spot in Tri-Towers Rotunda.
For more information, visit http://support.kent.edu or visit Information Services at www.kent.edu/is.
By Christopher Hallahan