“I ask a question and there’s always an answer,” Jason says regarding the environment on the deskside team. “We support one another when we need to,” and, “they [colleagues] care about where you’re going and what you’re doing”. As a deskside analyst at IST led by team lead Kris Lizuck, Jason’s primary focus is to assist clients in break-fix situations, as well as mobility deployments. As part of the deskside team, “customer service and customer support” are the main points of focus for Jason. As first responders he says, ”it’s important to build a great rapport and make the client feel comfortable about what’s happening and assure their issue is being worked on and resolved”.
Based out of the Humanities building, Jason works with clients in the Northeast quadrant of campus. The majority of his clients are from the Arts faculty, though he also supports Ancillary Services, I-House and Residence Services. At the university, Jason says the customer service focus is ”quite a bit different here” and adds the role promotes, “a lot of interaction with clients, you’re very much encouraged to go out and mingle with clients and get your face out there; if I’ve dealt with them and they remember who I am, it’s important to the job.”