UNIVERSITY PARK, Pa. — Penn State’s Information Technology service desk phone menu has been improved and streamlined to reduce call waiting times and minimize the time it takes users to find help.
Launched in mid-August, the new phone menu features five service options and takes less than a minute for a user to navigate to the right agent. The menu now quickly directs users to help with accounts and two-factor authorization, Canvas, LionPATH, IBIS, ISIS and other security-related matters, and all other IT services or issues. Caller wait time has been reduced to 22 seconds.
By eliminating defunct services like ANGEL and eLion from the menu and streamlining other options, teams of help agents are now assigned more broadly and can quickly and easily assist a wider range of callers.
The IT Service Desk can be accessed by calling 814-865-4357. Users also find information on the self-help portal at https://pennstate.service-now.com/sp.