Unsung Heroes: A Look at Baylor’s ITS Help Desk Services

“Our calls range from difficulties with log-in credentials to printer issues to network problems or software issues. Our consultants have an average of 20 years experience and can handle most of the issues people report while they are on the phone,” Herbert said.

Such capable assistance with technology issues has garnered a strong reputation around campus.

“They have just been incredible,” said Renee Cluke, administrative associate in the Theatre Arts department. “I have been at Baylor since 2001 and have never called the Help Desk and put in a work order that hasn’t been taken care of immediately. And if it wasn’t handled immediately, they contacted me and told me the status. I can’t think of a time in my experience at Baylor when I wasn’t helped.”

Of course, having a reputation for being helpful with technology-related questions can draw others to call for a wide variety of reasons unrelated to technical difficulties.

“People have called us to ask for directions, where to go for a haircut, for football tickets, hours for the marina or the Student Life Center, what to wear around campus and even to report over owing toilets in the residence halls.” said Tammie Holecek, senior help desk consultant. “We are always glad to help them to the best of our ability or to refer them to someone who can.”

For most people, computer problems and other difficulties with technology seems to inspire a unique brand of frustration.

“Occasionally, we do get a call from someone who is frustrated or upset that their issue is not being resolved as quickly as they would like,” said Vicky Gerik, assistant vice president for client services. “I can only try and assure these clients that ITS strives to do our best in every situation to respond in a timely manner relative to the severity of the issue and the resources available within our organization.”

Gerik also noted that through HDI, an association for technical support professionals, Baylor has the ability to continuously improve its Help Desk operations based on input from similar universities.

“Participating in HDI has been very valuable for us in making improvements and as a way to compare our services to other private universities similar to ours, such as Texas Christian University, Southern Methodist University, and Notre Dame. I am reassured knowing I can call upon these partners whenever I need to consult with a peer regarding a difficult situation.”

The Client Support Services group is located in the Dutton Avenue office facility and consists of seven full-time employees. They provide first-tier support for any issues related to computers (hardware or software), networking, telephone, wireless devices, and copiers. The Help Desk serves Baylor students, faculty, staff and retirees.