In January 2023, Enterprise Technology & Services (ET&S) completed a three-year project to integrate the Enterprise Technology Help Desks at Keene State College, Plymouth State College, and the University of New Hampshire into a single unit to enhance support for all University System of New Hampshire (USNH) students, staff, faculty, and researchers.
The goals for this project were to create operational efficiencies by streamlining Help Desk support operations into a unified environment, including unified ticket handling and call handling using a single client portal http://www.usnh.edu/it/need-it-help for all USNH users regardless of campus affiliation.
Unifying these services has reduced call waiting time by 60%; decreased the mean time for Help Desk on Resolution on tickets from 4.89 (hours) to .75 (hours); maintained a high overall customer satisfaction rate of 4.9 out of 5.0.
