Dominican University - Switching to Deskpro reduced average ticket resolution time from 70 days to just 3 days.
Dominican University - Switching to Deskpro reduced average ticket resolution time from 70 days to just 3 days.
3 Pageswww.deskpro.com EDUCATORS CASE STUDY Alex Oquendo Manager of IT Student Workforce, Dominican University “Deskpro has been amazing for us, we’ve gone from an average of over 70-plus days to close a case to a little over 3 days now.” The Challenge Dominican University’s IT department provides support for over 25,000 users: that includes 4,000 students, faculty and staff, plus many thousands of alumni, with a relatively small core IT staff of under 20. The legacy help desk system had been in place for over 10 years, and was failing to meet their needs. First-level support was run by student employees, but the poor usability of the legacy helpdesk made it too hard to train multiple students to handle the system. In addition, tracking cases was a pain for support agents and end us
