Blackboard

Learn Ultra & Help Desk News

New Blackboard Learn Ultra is Here!

Learn about the new functionality available in Blackboard Learn Ultra. In-person and virtual sessions focusing on various aspects of the platform will be held throughout the spring term. Register in SumTotal today to get the dates on your calendar. There are multiple dates for topics and all sessions run 12:10 - 12:50 pm. Training sessions include Building Content In an Ultra Course, Communications In an Ultra Course, Assessments In an Ultra Course, and Gradebook In an Ultra Course.

Help Desk Performance

It’s been another busy start of a semester on the Technology Help Desk. Between January 16 and February 15 the Technology Help Desk resolved 620 support requests! Each month we review the Help Desk performance using several metrics. Some of those metrics are:

First Contact Resolution (FCR): FCR is essentially the ability to resolve customer problems, questions, or needs the first time they call, with no follow-up required. 65% of those 620 requests were resolved FCR. We were a little low in this period as our target is 70%, but we still did pretty well.

In very generic terms, an SLA is an agreement between a service provider and customer establishing quality standards for the specified services provided. An SLA usually consists of several metrics that help to define and measure the overall performance of the service provider. The Technology Help Desk uses our SLA to identify the ticket priority and allowable resolution time. The Help Desk met our SLAs 99.5% of the time.

Survey responses: Every time a ticket is closed a customer satisfaction survey is sent to the ticket requester. The survey responses in this time period were 97% positive!

Questions: Mike Grambow Chief Information Officer michael.grambow@gotoltc.edu

Team Member Spotlight

This month you’ll get to know a team member who not only plays electric guitar but likes to play it loud enough to empty out the house. Who could it be?

Team Member Changes

Find out how our team continues to change, including the addition of six new team members who joined us in our continued quest to provide hope to our students. We also congratulate some team members on their new roles and say farewell to a few others.

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Human Resources & Wellness

From upcoming events for everyone to individual team member educational accomplishments and new wellness activities, get all the latest news from our Human Resources team.