University of Calgary

New Integrated Service Centre opens on main campus

UToday HomeMarch 21, 2013

The new centre spans the services of Human Resources, Research Accounting and Supply Chain Management. Photo by Riley BrandtThe new centre spans the services of Human Resources, Research Accounting and Supply Chain Management. Photo by Riley BrandtOn March 4, the new Integrated Service Centre (ISC) opened its doors on the ground floor of the Mackimmie Library Tower. The ISC brings together the Human Resources, Research Accounting and Supply Chain Management help desks.

“We are hoping to provide seamless service to end-users so that issues which span across these three areas can be resolved more efficiently,” says Rita Neogy, ISC director.

The ISC provides an additional walk-in service to all faculties through the new service agent role. Service agents act as a bridge between the help desks and their support teams by providing the following services to all faculty and staff:

  • Clarification of processes within Research Accounting, Supply Chain Management and Human Resources;
  • One-on-one consultation on pending issues to minimize follow-up times for the end user;
  • Updates on help desk issues that may span across various functions;
  • Assistance with using PeopleSoft systems;
  • Training on e-Fin.

One recent user of the new ISC, April Viczko, commented on her experience. “I want to express my gratitude to your staff in the ISC in MacKimmie Library Tower and applaud the creation of a location where I can go to have face-to-face consultation when required. While email is a wonderful tool for solving some problems, a face-to-face conversation is sometimes required when the situation is complicated. The service agents were able to resolve issues with a research account that I have been trying to resolve by email for months.”

The service agent role was piloted at Foothills Campus from September to December 2012, and was very positively received by faculty and staff (view pilot feedback October 2012 and December 2012).

The phone numbers for all help desks will remain the same at this time:

Human Resources: 403-220-5932 or hr@ucalgary.ca
Research Accounting: 403-210-7900 or rtahelp@ucalgary.ca
Supply Chain Management: 403-220-5611 or SCMHelp@ucalgary.ca

For more information visit: www.ucalgary.ca/finance/isd

 

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