Units within the University of Iowa Division of Student Life rely on technology support year round, but especially during busy times like the fall, when thousands of students move into the residence halls, or over the summer, when IT staff work to refresh computers and other hardware before students return.
Responding to those peak workload periods became a bit more manageable during the 2014–15 academic year, when the Division of Student Life adopted the new OneIT shared service model for end-user support. The change means IT experts are now part of a larger team of IT support professionals who help each other meet the needs of customers—especially during periods of high demand.
Now, using the OneIT shared service model, University Housing and Dining technology users contact the Information Technology Services Help Desk when they have IT questions, which has helped ensure a quick response on busy days. In the first year, the help desk was able to triage 64 percent of the 300 issues and questions University Housing and Dining tech users had.