Many students are now benefiting from the new FGCU Help Desk location and getting troubleshooting resolved quicker than before. The Help Desk or Information Technology Services (ITS) is where FGCU students and staff get help for technical support.
Sandra Town, a level two specialist who works at The Help Desk talked more about the move and how it’s benefiting ITS and the FGCU community.
“FGCU has a space committee, so they’re the ones who ultimately made the decision. But the benefit of us being here in the library is that we want to be more student-facing, which is one of our values here as an ITS customer approach. We want to be able to assist students in order to better align with the university’s mission of student success,” Town said.
Its old location was in Ben Hill Griffin Hall Suite 252 on the 2nd floor. It’s now located on the first floor of the FGCU library.
“The general consensus is that they weren’t sure where we were located before, we are much easier to find in our new location. Not that we were hidden in a corner, but we were not in a visible area,” Town said. “Students do benefit more from us being here now because they stop by and ask us questions as opposed to just calling us. They can obviously still call us but we’re now more accessible in our new location.”
Freshman, Allison Steurnagle, has experienced receiving help from the new location of the Help desk firsthand.
“I was having some issues with my Wi-Fi here in the library when I was doing my math homework,” Steurnagle said. “I asked them what to do and they were really helpful. They said if I just reloaded it, it would work but I was really freaking out because I didn’t want to lose all my homework. They helped me a lot.”
Town went into detail about the process that students and staff go through now at the library to get help.
“Overall, our process really hasn’t changed, it’s still the same. You come in, tap your phone on the sticker, create a ticket, and wait for a technician to assist them. In the past, we had a desktop computer you could make a ticket on. But obviously, we want everything new. There’s still phone support and assistance with the printer kiosk as well,” Town said.
The Help Desk Grand Opening took place on Aug. 27 in the library. This was a way to get students more familiar with its new location and celebrate its use for the campus.
“I think it definitely impacted the FGCU community because even people just walking by, you know, with the big balloons and lights everything was just very eye-catching. Even if students knew we were here, they could tell their friends “Hey, we’re here now” or just people getting more acquainted with our new area. But I think we had a big impact on the University with us being able to provide more front-fixing support,”’ Town said.
The new FGCU Help Desk is available in the Wilson G. Bradshaw Library on the first floor Monday through Friday from 7 a.m. to 10 p.m. and Saturdays from 8 a.m. to 5 p.m.
