Academic Building One at Innovation Campus
4Help will have a presence at the Hokie One Stop, a service center for D.C. area students located in Academic Building One at the new Innovation Campus.

IT Experience and Engagement serves as the “front door” for the university community to access IT services and support, and works to ensure a high quality user experience for students, faculty, staff, and visitors when interacting with the Division of IT. As the university expands its presence in the greater Washington D.C. area, and the scope of IT services broadens to keep pace with evolving technologies, ITEE has kept pace through continual improvements to its processes.

During FY 2024, ITEE’s User Engagement, IT Service Management and Greater Washington D.C. metro area IT services group (GWDC), made significant contributions that enhanced the user experience. These efforts included:

  • Collaborative engagement with IT Council to consolidate our suite of remote desktop and endpoint management tool solutions.

  • 4Help agents in our User Engagement group going the extra mile to assist users through major transition periods during the Google Workspace Program and the move to Exchange Online email for students and employees. Agents handled an increased call volume and triaged support tickets.

  • Restructuring the Greater Washington DC Area IT help desk process, routing incoming tickets through 4Help and combining the National Capital Region and Northern Virginia Center incident queues to streamline support. 

  • Facilitating the transition from Avaya Contact Center to Zoom Contact Center, in collaboration with Network Infrastructure & Services. User Engagement performed exhaustive testing on standard and requested features of the system in the time before and after our cutover date. This testing was vital to ensure proper functionality prior to the release of Zoom Phone to other university call centers.

  • Migrating 4Help to the ServiceNow Service Operations Workspace and Interactions, laying the foundation for improved reporting, future integrations, and new features. This move also allowed us to roll out the Walk-Up Experience for Hokie One Stop, the centralized student service center for Washington D.C.-area students.