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The same, but different: 24/7 technology assistance

Computer Technology Hands On Keyboard

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Through a partnership with University IT Services (UITS), faculty, staff and learners supported by the Clinical Affairs IT Services (CAITS) team can now reach professional IT staff specially trained in the needs of IU School and Medicine and other Clinical Affairs schools 24 hours a day, 7 days a week via phone. This enhancement is one of many planned to empower faculty, staff and learners and improve the IT experience across the board.

Our user community has always been able to call for help any time of day; however, in the past, a call during off-hours was routed to an on-call technician who was not physically in the office and therefore did not have all of the tools needed to resolve the issue. Now, users supported by the CAITS team who need support outside of standard operating hours, can reach a team of professionals staffed onsite 24/7. Any time, day or night, calls will be answered seamlessly by someone onsite who can both identify and immediately resolve the issue, in most cases.

Our professional IT staff received specialized training to ensure continuity in the quality of technology support provided to CAITS-supported users. And, by partnering with UITS to provide this elevated level of service, our team now has more resources available to strategically place onsite support staff at our highest demand locations. For example, beginning in August, we will deploy a full-time technician to the Neuroscience Center Complex – an area that houses 4 different departments and 600 users. Since we historically have not had a technician physically present, adding this resource benefits our clients as it increases the level of service received as users can now place a name and a face with the technician working to identify and resolve their technology issues. Thus, aligning with our strategy to become technology partner and take a more active role in the client experience.

We look forward to providing the same level of extended support to the Department of Medicine and the Department of Pediatrics in the future – in fact, this work is well underway. For now, all users should continue to use their current means of requesting IT support.
Our team is 100 percent committed to improving the IT experience as we shift our focus from closing tickets to solving problems. A phrase often used by Tanya Clark senior manager of executive IT support and process improvement. These enhancements enable us to change the way we support our clients – thus freeing our community of health professionals to focus on the issues that matter most – research, education and patient care.

Patrick Phillips leads Client Experience in the Office of Technology Affairs (OTA) to ensure faculty, staff and learners across the state experience reliable and innovative technologies that support and enhance teaching, learning, research and patient care. The OTA was established in 2019 to meet IU School of Medicine’s robust IT needs and to establish the school as a national leader in the innovative use of information technology. 24/7 support is one of several initiatives being developed to ensure faculty, staff and learners have access to reliable and innovative technologies that support and enhance teaching, learning, research and the delivery of patient care. Learn more about the Office of Technology Affairs.

The views expressed in this content represent the perspective and opinions of the author and may or may not represent the position of Indiana University School of Medicine.

Patrick Phillips