Information Technology Phone Support Update

In early March Information Technology Services (ITS) transitioned all IT phone support to a partner, Blackboard, Inc. The service expanded phone support from 7 a.m. to 6 p.m. to 24/7, and is expected to improve the quality of support.

The first 8-12 weeks are called a transition period whereas Blackboard continues to train and improve their staff to best support SLU. After approximately four weeks Blackboard received over 5,000 calls. The average hold time was 1 minute and 43 seconds, and 56 percent of calls were solved immediately. After the transition period we expect the average hold time to remain under two minutes and the amount of calls that are solved immediately to raise to 85 percent.

During the transition period, ITS and Blackboard have daily calls to review tickets and assess any changes needed to improve the quality of support. One major improvement occurred in early April when Blackboard added 12 customer service representatives.

As we continue to improve the IT support service, we appreciate any feedback that you may have. If you have any IT-related questions or concerns, please call the Service Desk at 977-4000.  If you have specific comments about the service, please contact Kevin Carr at carrkw@slu.edu or Mark Anderson at markanderson@slu.edu.