Texas State University President Kelly Damphousse toured the Division of Information Technology Call Center on Monday, Oct. 2, personally acknowledging a team whose tech expertise is pivotal to the success of Texas State’s students, faculty, and staff.
Part of the IT Assistance Center (ITAC), this customer service hub is housed in the Math Computer Science Building on the San Marcos campus. Though most people will never visit the call center in person, its representatives serve an average of 74,000 Bobcats each year through chat, phone, and email.
Monitoring the status of each help ticket on large overhead monitors, tech experts resolve obstacles ranging from misread NetIDs to ITAC-supported software, like IBM’s SPSS Statistics platform. During his visit, Damphousse spoke with full-time staff and student employees, asking informed questions and learning about the ITAC Call Center’s steadfast commitment to supporting the career development of student staff members.
Damphousse also took a seat at one of the support stations, where representatives tackle help tickets through their headsets. While he left tech support to the experts, Damphousse praised the call center’s exemplary customer service. “Each time I’ve called [for assistance,] I’ve been treated with attentiveness, passion, and speed,” he said. “What a great service for our retirees, too.”
Expressing gratitude to the ITAC Call Center’s representatives, Damphousse observed, “Some teams don’t get a lot of recognition when everything’s running smoothly. You all are one of those teams, and people should know what you do behind the scenes.”
For an in-depth look at Texas State’s ITAC Call Center, visit the IT Division blog post “Texas State’s IT Call Center invests in Bobcats one help ticket at a time.”
Kimberly Conner is a publications writer in the IT Marketing and Communications office.
