ISC Client Care: Now Open |
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November 11, 2014, Volume 61, No. 13 |
We are excited to announce that ISC Client Care is now available to faculty, staff and students. ISC Client Care is a new single point of contact service for ordering and requesting ISC services and support. The service features a new website, new contact information, new business hours and a new location.
Here’s the New Way to Contact ISC Client Care
It’s now easier to order and request ISC services and support—use one website, one email address and one phone number. Please bookmark the new URL (web address location) and add the new email address and phone number to your contact directory.
• Website: www.upenn.edu/isc/help
• Email: help@isc.upenn.edu
• Phone: (215) 898-1000
• New Hours and Location:
Monday to Friday, 8 a.m. to 6 p.m.,
Sansom Place West, second floor, Suite 202
How Does the New ISC Client Care Affect Me?
• University Community: One website, one email address and one phone number to use for ordering and requesting ISC services and support. Please note that during the consolidation process, calls and emails to existing telephone numbers and email addresses will continue to work.
• Faculty & Staff: Your first point of contact for desktop and mobile computing support is not changing. Please continue to check with your LSP (Local Support Provider) for any questions concerning computing support.
• For IT Staff: ISC resources that were available to IT staff through the Provider Desk are now accessed using ISC Client Care. Planned and unplanned outage communications from ISC’s Network Operations Center sent to listservs such as PennNet Announce will now be sent by ISC Client Care. Additionally, clients will receive follow-up emails with complete information about ticket resolution from the Remedy system from ISC Client Care.
We Want to Hear from You
In addition to routine surveys, ISC Client Care will include an evaluation period through January 2015. Please take a moment to participate when asked—we value and need your opinion to help us refine our processes. You are also encouraged to visit the ISC Client Care website at www.upenn.edu/isc/help look over the pages and send your experience about using the service and the website to help@isc.upenn.edu Give the service a try on your mobile device, too! For comments about the website, please provide the page URL (web address).
More Information
For more information about ISC Client Care, contact project managers Dawn Augustino at augustino@isc.upenn.edu and Amy Phillips amyp@isc.upenn.edu To keep current about ISC’s new organization, visit Redefining ISC at www.upenn.edu/computing/isc/redefine
—Tom Murphy, Vice President,
Information Technology and University Chief Information Officer
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