Jefferson Information Technologies
Press Release
FAQs    |    Preferred Support Knowledgebase   |    Press Release

New Jeff IT Service Desk Available June 30 to All University Clients; Upgraded
Web Site also Available

On June 30, 2009, Jeff IT will transition to a new PC and IT support model for University faculty, students and staff.  This “Preferred Support” model is designed to provide staff with faster turn-around for most common IT problems and questions.

This service model was developed following a customer satisfaction survey in which a majority of clients expressed concern that the current support structure (often requiring a transfer of information to other groups) delayed efficient resolution of issues.  Respondents expressed a preference for:

  • resolving their issues by using an online knowledgebase

  • submitting a service request via the Web, or

  • talking with a trained professional who is likely to be able to solve the issue over the phone

On June 30, instead of calling the Technical Assistance Center (TAC) to open a ticket, University clients will be able to search the new Jeff IT Web site:  jeffit.jefferson.edu for answers to most of their general PC and computer technology-related questions.  This site has been updated and expanded with a knowledgebase, self-service pages, and detailed information about Jeff IT services.  

If an answer can’t be found on the site, University clients can call the Jeff IT Service Desk at
215 -50(3-7600).  The Help Desk will operate from 8:00 am to 6:00 pm, Monday through Friday. 
After-hour voicemail messages can be left for attention the next business day.

University clients will continue to call TAC for issues relating to:

  • IT systems and applications managed by the Hospital (such as JeffChart, ORSOS and JeffCal)

  • Wireless and wired campus networks

  • Phone system

Both the Jeff IT Service Desk and TAC will open tickets for callers who need to be directed to other application or systems support teams in Jeff IT, TJUH IS, or AISR. 

Because this is a major change in IT support delivery for the University (TJUH employees will continue to call the TAC), Jeff IT has developed a set of frequently asked questions to help explain when and how to use these new services and under what circumstances TAC should still be called.  The FAQs are located at:

http://www.jefferson.edu/jeffit/support/faqs_transition.cfm

If after reviewing these FAQs you still have questions, please contact Doug Herrick, Sr. Director of Infrastructure Services, at 3-0264.


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