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Customer Support Division (CSD) at USU: Enhancing Faculty and Student Experience

The Customer Support Division (CSD) at USU combines multiple functions, including the Multidisciplinary Laboratories (MDL) and the Help Desk. The Help Desk offers Tier One support for basic computer issues, tracking progress on tickets, while also managing classroom technology. The MDL addresses space challenges by providing support across teaching areas, including lecture halls and labs, ensuring a conducive educational environment. MDL personnel facilitate laboratory exercises, room scheduling, and equipment procurement, enhancing the overall experience for faculty and students.

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Customer Support Division (CSD) at USU: Enhancing Faculty and Student Experience

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  1. Customer Support Division (CSD) Or, OMG, not here too?!

  2. CSD • CSD is a relatively new entity here at USU combining several existing functions. • The CSD includes the Multidisciplinary Laboratories (MDL) and the Help Desk. • Each of these entities is intimately involved in providing customer support on a daily basis.

  3. Help Desk • The Help Desk provides what is considered Tier One support to our customers. This means basic computer support of your device. Network issues are sent to separate entity, though the Help Desk tracks progress on those tickets. • When you have a problem and put in a ticket, that is not the end of the process; putting in a ticket is merely a tracking device. • Our Help Desk personnel are also actively involved in maintaining the computers utilized in the teaching rooms.

  4. MDL • Due to the size of the school, it was determined early on that space was going to be at a premium. The MDL is answer to that problem. All teaching and lab exercises are held in commonly used areas. • The MDL is designed to provide support to the faculty, staff, and students in teaching areas. This includes lecture halls, conference rooms, teaching labs, and Anatomical Teaching Lab.

  5. MDL • Each lecture hall has computer projector capability, lecture capture, network access, playback capability, and audio amplification. • MDL personnel are responsible for setting up laboratory exercises and maintaining the common use rooms to insure a high level educational environment. • The MDL is in charge of scheduling all these rooms as well as purchasing supplies and equipment utilized by the students during their time here at USUHS.

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