It could be an engineering grad talking about their hours requirement or it could be an incoming freshman asking about residence halls.”The Help Desk is now equipped to handle the majority of these inquiries, but in the event that another department needs to step in, is able to reassign and reroute cases through Salesforce.“We rely on the relationships we have with our university partners and the information we collect in the Knowledge Base so agents can investigate and resolve issues for any department,” says Heinrich. The ASU Lodestar Center for Philanthropy and Nonprofit Innovation is located on the 5th floor of the University Center building at the ASU Downtown Phoenix Campus. Welcome to the ASU Law Helpdesk System! Barrett Scholarship Application Portal. This is a portal to tools and services available through more than 100 core facilities, labs, shops, clinics, museums, and collections that support ASU research – sharedresources.asu.edu Training support for colleges/schools and departments; or use the link below to schedule an appointment with one of our Instructional Designers to discuss any questions you have regarding your ASU course or available educational technologies. Graduate Student Resources. “The speech analytics program converts it to text and looks for keywords to determine if it’s a call that needs to be reviewed or is a call that has a lot of good praise that we can then use for coaching. Location. For 24/7 helpdesk support, call (844)-292-3213, or complete the helpdesk form below, with your information, including an alternate email address and a description of the issue you are experiencing. Get Services. Additionally, it relies on speech analytics to search and flag positive terms such as “you’re the best” or “thank you so much,” and negative terms such as “disappointed” or “upset.”“Every interaction that we have with a student is recorded,” says Tyler. Some access including authentication systems may be intermittently inaccessible. Computing Services. Disability Services. Enabling and empowering students, faculty, and staff, Public Service and If you’ve ever asked a question on My ASU or called the university’s main phone number, chances are you’ve interacted with the ASU Help Desk. You can call us at (855) 278-5080. “But then they saw the results from August and are now looking at ways to take it even further.”. “Student Business Services was for your tuition bill and Financial Aid was how you paid it, but the line between them wasn’t clear. Spring 2021 update | FAQ page | Class flexibility for students | Novel coronavirus updates. 1-844-448-7707. They'll take a share of a $1 million prize and receive assistance to get the mask manufactured and to market. (request an appointment via WPCarey.Support@asu.edu) Staff will be available for on-site or virtual support during the following hours: Mon – Fri: 7 a.m. to 8 p.m. The roll-out will be department by department and your local support staff will contact you when your account is enabled. Have Questions? Ask a Librarian (Chat and Email) Call us at 480-965-3605 Search Staff Directory Library information desks Contact Phone Hayden Library 480-965-3605 Noble Library 480-965-2600 Design and the Arts Library 480-965-6400 Music Library 480-965-3513 Downtown Phoenix campus Library 602-496-0300 Law Library 480-965-6144 Fletcher Library (West campus) 602-543-8502 Polytechnic campus ASU provides an email address ending in “@asu.edu” to all students. ASU Librarians help with research consultations, library instruction, and resource recommendations for your area of study. Business Hours. So another goal was to make sure that in our effort to provide the best customer service, we documented the student experience so it could be visible to the university community and take place within the context of prior interactions, ensuring all the needs of the student or any other customer are met.”This transparency is beneficial not only to Help Desk agents, but also to students themselves.“Previously, students had no visibility into the progress of a case,” says Heinrich. Faculty and staff are typically given two addresses - their Firstname.Lastname@asu.edu and their ASURITE@asu.edu. 7am - 6pm MST. Advanced User Basic User. Monday-Friday. Email * Subject * Your comments * CAPTCHA. Contact Arizona State University. Schedule a virtual consultation with an Instructional Designer. Faculty and Staff email accounts are created at the time of employment. Arizona State University Shared Resources site. The content of this website is curated by the ASU Online Instructional Design team. To achieve this objective, the department partnered with various functional units around the university to build out its Knowledge Base, thereby enabling the Help Desk to serve as tier one support for all the different colleges and departments across campus.“We really consider ourselves between Tier 1 and Tier 2 support,” says Melissa Heinrich, director of corporate enrollment partnership services for Financial Aid and Scholarship Services and one of the Help Desk’s project managers. If you receive ASU Office 365 Exchange email on your mobile device, we strongly recommend using the Microsoft Outlook Mobile App because it is fully compatible with newer Microsoft authentication protocols. International Students and Scholars Center. PLEASE review all areas of the Ceremonies website before submitting your question. System Status; In April 2014, the Help Desk soft launched Salesforce for technical support and student services. LiveChat. To find out if your web browser supports JavaScript or to enable JavaScript, see web browser help. For questions specific to your college convocation event, please direct your question to the college. In alignment with ASU’s Service Excellence Initiative in 2013, these services were brought back to ASU to ensure student satisfaction and overall service was provided for the university community. There are numerous ways to connect with ASU’s W. P. Carey School of Business. Already have an ASURITE User ID? More than 10,000 cases were handled via chat, and of the remaining 64,000 cases handled via phone, nearly half were questions related to finance. But now if students have a question about money, no matter what department it falls into there is a team of people who are cross-trained to respond.”“With the IVR, students can call in and get a credit balance regarding their financial account without having to talk to an agent,” adds Tyler.During the annual peak service period in August 2015, the self-service feature handled nearly 1,000 of the Help Desk’s more than 75,000 cases. Terms of Use • Privacy Policy. Your Instructor or contact help desk support. Participate in the Discussion Cancel reply. Libraries. Whether you’re interested in finding out more about our highly ranked programs, want to tour one of our campus locations, or just need someone to talk to, we’re here to help with anything and everything b-school. Arizona State University's four campuses are located in the Salt River Valley on ancestral territories of Indigenous peoples, including the Akimel O’odham (Pima) and Pee Posh (Maricopa) Indian Communities, whose care and keeping of these lands allows us to be here today. Council of Religious Advisors (Student Religious Organizations) Commuter Services. Labriola National American Indian Data Center, Research and Course Guides (Library Guides), Public Service and “But when it’s not possible, we can easily escalate the case to Tier 2.”During times of normal service volume, there is a 24-hour resolution goal for all cases, which extends to 48 hours during peak periods. Make sure you get feedback from your staff every step of the way because they’re the ones who are actually going to be using the tool.”For Tyler, finding success is not so much in the tool but in hiring agents with the right personality for the job.“Our fundamental requirement is customer service,” he says. When asked what advice they would offer someone who is just starting out with Salesforce, Heinrich stressed the importance of teamwork and embracing changes when needed.“My advice would be to continue to ask questions and collaborate with professional resources,” says Heinrich. Delivery to this address will be verified upon initial setup and if there are any changes made to your email … “Now with the My ASU Service Center, students can actually see the cases they’ve submitted, so if they’re wondering why someone hasn’t reached back out they can check the status, which is a big win.”This feature is especially important when inquiring about financial aid, tuition and billing. Explore Library Guides, your go-to resource for specific subjects or courses. Though these departments have been historically decentralized, Heinrich played a major role in forming a central place within the Help Desk for students to get financial answers quickly.“It was confusing for a long time,” she explains. If you need assistance creating your account please visit the Help Center or … University Services Building 1551 S Rural Rd Tempe AZ 85281. 504 College Drive. “You can set up Salesforce any way you want, so you need to be open to opinions about how to structure it. Call: 1-855-278-5080Email: sbs@asu.edu Albany, GA 31707. ASU Library welcomes members of the Akimel O’odham and Pee Posh, and all Native nations to the Library. Resources for Faculty and Staff The Global Institute of Sustainability and Innovation provides a variety of support services to our faculty, staff and ASU Sustainability Scientists and Scholars. Students for In-Person Technology Help for your devices: Please visit us at our on campus Technology Studios 1-855-278-5080 (toll-free) +1-480-965-6500 (international) Web site feedback. We needed a holistic understanding of what was going on with the entire student financial picture, so we did a lot of training with our Help Desk agents — [team members] Antonio Miranda and Carlos Benjamin did an amazing job in a short amount of time with complicated and involved concepts. This web browser does not support JavaScript or JavaScript in this web browser is not enabled. Its primary goal was to make reaching out for and receiving service as easy as possible for its constituents. Contact us for assistance with your student account. Albany, GA 31705. Monday-Friday. If you have any questions please feel free to contact us using the form below. Submit New Request; Check on a Request; IT Staff Login; Examsoft (SofTest) Printer Troubleshooting; ASU App Instructions Phone: 480-965-3515 Email: housing@asu.edu Address: 1151 S. Forest Ave, Tempe, AZ 85281 You'll need to log in with your ASURITE UserID and password to … “We can teach someone how to handle the tool or be skilled on a subject, but we can’t teach that innate character of being good at customer service. Bridging Success – foster youth support. There are two Student Support Services programs designed to offer services to students, one on the ASU-Beebe campus and the second on the ASUB Heber Springs campus. Detailed information is required in order to assist you with your question. Cases are accepted on My ASU, via webform, chat, by phone or through an automated self-service system, allowing students to retrieve information such as their account balance and financial aid refund status quickly and without speaking to an agent, if that is their preference. We have teams of dedicated business professionals with expertise in finance, human resources, proposal development, communications and marketing, technology, web development, and event planning. Contacting us is easy — reach us by phone, email, online or just stop by. You either care about customers or you don’t.”Which is why the decision to bring the Help Desk back in-house was so significant. You can reach us in a variety of ways. Employees should set up their official ASU email signature in Outlook and other email applications.. Email Guides Desktop computers are configured with Microsoft Office 365.Use these guides to configure email on your devices. For information or immediate concerns contact administration at 501-882-4500 or email us at: ASUBCares@asub.edu or see the FAQ section on the link. ASU West Campus. ASU Email Exchange Service is moving to the Cloud. In April 2014, the Help Desk soft launched Salesforce for technical support and student services. Additionally, Help Desk agents exceeded their 70 percent service level goal for answering calls, averaging 84 percent for the entire month. ... ASU Mid-South 2000 West Broadway West Memphis, AR 72301 Main – 870.733.6722. Email earnedadmission@asu.edu . Visit My ASU. Now and in the future, agents are and will remain an integral part of the ASU community who own the student experience and are highly invested in making a positive impact, both for the success of the Help Desk and the customers they serve. Access ASU Tempe Outreach Arizona State University PO Box 871101 Tempe, AZ 85287-1101 Phone: 480-965-6060 Fax: 480-965-1286 Email:AccessASU@asu.edu Not affiliated with ASU? Name * First Last. We provide technical assistance for all faculty, staff and students at Angelo State University. Phone Number. The following January, it began a gradual rollout of financial aid services, and in July 2015, officially became the sole 24/7 customer service provider for all ASU service issues.As one of ASU’s early adopters of Salesforce, the Help Desk was among the first university departments to actively create cases using the Customer Relationship Management (CRM) tool. Contact the Help Center or call 1-855-ASU-5080 (1-855-278-5080). If you successfully complete your required number of courses with a 2.75 GPA or higher and submit an ASU application (including all required materials), you are eligible for admission to ASU. We're available 24/7 to answer. We're here to help. Here is the proposed rollout schedule. We'd like to hear from you! Community Solutions. Community Solutions, Learn about library resources and strengthen your research skills with. ASU Lodestar Center for Philanthropy & Nonprofit Innovation Arizona State University University Center 411 N. Central Ave, Suite 500 Phoenix, AZ 85004-0691 (Internal Mail Code: 4120) v6.4.43 “There’s a wide spectrum of things that come in on a daily basis for us to handle. “Service was lost this way, since students couldn’t have a continuous experience across the university. Linux update patch window on 1/21/2021 from 6:00am to 8:00am. Your feedback helps us continue to improve our services. People Search. What you may not realize, however, is that prior to July 2015, the agents who responded to your service requests didn’t work at ASU.In the late 2000s, ASU recognized the need to provide 24/7 service support and secured outside services for the key support functions of information technology, faculty and staff support, general student services and financial aid.In alignment with ASU’s Service Excellence Initiative in 2013, these services were brought back to ASU to ensure student satisfaction and overall service was provided for the university community. For New Employees: ASU will send this email to the address you used to create your account on the ASU HR new applicant website. 2400 Gillionville Rd. Earn academic credit that can be applied at ASU or any accepting university. The Service Center is housed in the Math and Computer Science building, room 111C. If Firstname.Lastname is a duplicate, then a … ASU-Beebe Student Support Services is 100% federally funded at $261,389 annually to serve 160 students. 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