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UW Client Support Services Achieves HDI Certification


November 11, 2013 — HDI, the worldwide professional association and certification body for the technical service and support industry, has granted a team certification award to Information Technology’s Client Support Services at the University of Wyoming.

“As a team, your organization has acknowledged that quality service requires customer service and service management skills as well as technical skill,” wrote HDI Certification and Training Executive Director Richard Joslin. “And, as team members, individuals have successfully demonstrated that they are knowledgeable of the service and support industry's best practices as defined by the International Certification Standards Committee and documented in the HDI Standards.”

It marks the first time Client Support Services (CSS) has attempted individual and team certification from HDI. Last spring, an HDI trainer led a two-day onsite training workshop at UW, followed by an exam that had to be completed within 90 days. Director Maggie Morrison says 20 CSS employees are certified as HDI desktop support analysts.

“CSS team’s training and personal investment earned members an individual certification, and they are now respected and appreciated as a team that is driven by customer service excellence based on industry best practices,” Morrison says. “I couldn’t be more excited for our group. They stand toe-to-toe with other 2013 Team Certification award winners such as Southern Methodist University, Yale, Texas Tech, UC-Davis, the Mayo Clinic and the American Heart Association.”

CSS provides technology and computer support for academic and administrative technology needs, ensuring a strong sense of customer service and dedication to the computing needs of faculty, students and staff. CSS includes the UWIT Help Desk, academic support (student computer lab support), classroom technology support, computer sales and maintenance, departmental and regional support, the IT Service Center (for walk-in support on personally owned computers), IT training, and software distribution and sales.

The first line of contact to ask questions, submit requests, and get immediate help, the UWIT Help Desk is able to resolve 83 percent of all of the calls that it receives, using remote support technologies, email, and phone support. Remaining incidents are logged and escalated to other experts who will help solve the issues.

For UWIT assistance, begin at https://support.uwyo.edu. Representatives are available to provide help during normal business hours.

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