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GEM Award: IT Service Desk Team

08.03.2013 | By: Texas Wesleyan University

In recognition of great work on our campus, I will be spotlighting examples of excellence by departments or individuals who have shown extraordinary performance. My G.E.M. (Going the Extra Mile) Award recognizes people who continue to make Texas Wesleyan a supportive and nurturing environment for our students.

Every person on campus has had some sort of computer problem at some point. We all know how frustrating that can be – and how a technical issue can stop you from finishing what you need to do.

Thanks to George Blackwell and his team, we all get the help we need. As the Information Technology Service Desk Manager, George has made it a priority to make sure job requests are resolved in a timely manner. Since he began this role in February 2012, George and his team of analysts and user support specialists have reinvented customer service, resulting in a 40% decrease in the time spent resolving jobs.

The IT Service Desk team includes: Abbey Wilson, Francisco Ruiz, Phillip Hawkins, William Cole and Oliviu Vasilca on the historic campus; Chadwick Ballenger and Michael Schoonover at the law school.

This team provides impeccable customer service and makes sure that the customer’s issue is the top priority. They have a quality assurance program to circle back to each customer when a technician closes a ticket to ensure the problem was resolved.

Customer satisfaction surveys demonstrate just how pleased the staff, faculty, and students are with the service they receive from George and his team of technicians.

George has built an effective and caring team that provides excellent customer service to everyone. Their dedication to getting the job done shows how this team goes the extra mile every day.

Fred

Frederick G. Slabach

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