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Support.kent.edu provides 24/7 technology help for students, staff and faculty

Posted Oct. 25, 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 KSU 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, 7 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 KSU support professional.  “The web site 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 have been at a record high throughout August 2010, with over 19,000 articles viewed and over 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 are often times finding the answers to their own questions without having to take the extra step of placing a phone call for support,” notes Jeremy Benington, Sr. IT User Support Analyst for Information Services.  “As time goes on, support.kent.edu will evolve into an even larger repository of FAQs 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 University 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.