{"id":5504,"date":"2012-10-15T15:30:55","date_gmt":"2012-10-15T13:30:55","guid":{"rendered":"https:\/\/wpethzprd.ethz.ch\/id\/?p=5504"},"modified":"2012-10-17T10:41:21","modified_gmt":"2012-10-17T08:41:21","slug":"365-days-service-desk-at-hg","status":"publish","type":"post","link":"https:\/\/blogs.ethz.ch\/id\/2012\/10\/15\/365-days-service-desk-at-hg\/","title":{"rendered":"365 Days: Service Desk at HG"},"content":{"rendered":"

It is now one year since the ITS Service Desk relocated to the ETH Zurich main building. <\/p>\n

The unanimous\u00a0conclusion:\u00a0the\u00a0move has definitely paid off for ETH members since the Service Desk staff is now closer to its customers.<\/p>\n

365 days reviewed in an interview with the Service Desk<\/h2>\n

How do you like your new office?<\/strong>
\nVery much; the office is spacious and provides each of us with enough space. Additionally, the ETH main building has a charm that really appeals to us.<\/p>\n

What benefits does the new location offer?<\/strong>
\nThe location is central. The old office was hidden away at STB and quite removed from the goings-on at the university. The central location on the ETH campus lends it an academic atmosphere.<\/p>\n

Have you introduced anything new?<\/strong>
\nOur counter service is conveniently located so that our customers can quickly come by. We offer professional assistance in a very broad spectrum, based on our intimate acquaintance with the ITS services. We also provide IT consulting and data recovery, help with software installation and issue personal ETH passwords.<\/p>\n

Are there any disadvantages?<\/strong>
\nObviously there are also some <\/strong>disadvantages.<\/strong> Taking care of things in the main building at the wrong time can mean queuing up and dealing with a lengthier wait. However, after a year we’ve pretty much gotten the hang of things and become familiar with the campus pace. Incidentally, the same principle applies to our customers. Sometimes we’re absolutely empty and then suddenly 4-5 customers are crowding the entrance. These fluctuations are unfortunately difficult to foresee and control.<\/p>\n

How do you see your role as a Service Desk?<\/strong>
\nWe are the gateway to the ETH IT Services and the central entry point for all ITS-related inquiries. We service employees as well as students from all areas of the ETH and thus come into contact with lots of interesting and exciting issues.<\/p>\n

How does the new location appeal to your customers?<\/strong><\/p>\n

Extremely well! The possibility to just drop in is greatly appreciated. Accordingly, we handle a large diversity of inquiries.<\/p>\n

How do you handle cases which you cannot solve yourself?<\/strong>
\nIn such cases, we weigh our options and decide whether the case can be solved ITS internally or necessitates external assistance. We definitely try to guide our customers in the right direction.<\/p>\n

What does your service cost?<\/strong>
\nOur service is free. However, from time to time we have grateful customers that show their appreciation with some chocolates.<\/p>\n

Posts<\/h2>\n