Academic Technology - Florida State College at Jacksonville

Academic Technology

~1400 interactions per month
Less than 3% of interactions escalated to Tier III Engineers
~97% Resolved at Tier I or II (Includes Campus Technicians)
~70% Resolved by Client Services

9 Client Services Staff Members
1 Supervisor
2 Client Services Specialists (Tier II)
1 Tier I Team Leader (Oasis Contractor)- 5 Tier I Agents (Oasis Contractors)

Handles all technology related issues
Employee and Student Portals, LMS, Email, Account Access, etc.
Routes all IT issues that cannot be resolved in Client Services to correct group
Routes non-IT issues to appropriate departments

Create and Maintain Knowledge Base Content
Administration of ServiceNow system