Chicago, IL. OculusIT, a leading Managed IT and Cloud Services company, recently announced its partnership with University of the Pacific (UOP) for after-hours Unified Helpdesk Services.
University of the Pacific was looking to partner with an expert managed IT services provider to pilot a Call Center to respond to their Sacramento and Stockton helpdesk calls on an after-hours basis, including holidays and weekends.
Through this engagement, OculusIT’s primary Call Center for the University will be based out of Kentucky with a comprehensive disaster recovery plan in place to minimize any disruptions. OculusIT, with its ticketing system, Salesforce, will integrate with the University’s instance of ServiceNow, and create a knowledge base housed within the ticketing environment.
The Classroom Technical Emergency App from OculusIT will help the University’s faculty members and other users in quickly raising help alerts for the helpdesk experts and technicians. Lexicon, the self-help website, will assist the helpdesk agents in quickly answering questions and helping users reach for self-service. These applications will provide the University’s team with real-time dashboards and archived self-service reporting of incident and queue performance to track call volume, identify call trends and pinpoint areas for improvement.
This partnership will also help the University achieve an average answering speed of 60-seconds or less for inbound calls, a first-call resolution rate of 85% or higher and 15% or less escalation to campus SMEs for Tier 3 questions. In addition, OculusIT will assign a Project Management team to act as a liaison between the teams and ensure continuity of support, timely and successful delivery of daily resolution of issues, and present monthly and annual reports.
“We’re proud to partner with University of the Pacific and are looking forward to working with their team.” said Joe Redwine, President at OculusIT. “We’re confident that our Unified Helpdesk Services will help the University smoothen their ticketing system, identify and resolve areas of improvements, and enhance their overall student experience.”
About University of the Pacific
University of the Pacific is a private Methodist-affiliated university with campuses in Sacramento, San Francisco, and Stockton, California. It is the oldest chartered university in California, the first independent coeducational campus in California, and both the first conservatory of music and first medical school on the West Coast. It offers more than 80 undergraduate areas of study in 11 schools and colleges, more than 30 graduate and professional programs and 12 accelerated programs.
To learn more, please visit: www.pacific.edu
OculusIT™ is a global, managed IT and cloud services company that, together with its technology partners, serves more than 600 colleges and universities. Headquartered in Chicago, OculusIT™ has a delivery network and operations across North America and globally.
To learn more, please visit: www.oculusit.com