Texas A&M Information Technology unveiled its new state-of-the-art Help Desk Central and Incident & Operations Center at a recent ribbon cutting event. The new space provides almost 2,500 square feet devoted to assisting students, faculty and staff with their technology needs.
New features include a software sales counter, software installation from a fully certified staff, self-service lockers to pick up computers after repair or malware removal, an open and modern floor plan for one-on-one support, and wait queue signage to improve communications.
Campus members are taking advantage of the renovated space, as the number of visitors coming into Help Desk Central increased 65 percent on the first day of class compared to past years. Since the start of the fall semester, Help Desk Central has assisted the campus community with over 15,500 questions.
Vice President for Information Technology and Chief Information Officer Dee Childs spoke at the event. “I am grateful to the Texas A&M Information Technology staff for all of their hard work on this state-of-the-art facility that will make such a big impact on our campus,” Childs said. “This is a great example of an innovative strategic imperative that distinguishes our university.”
The new Incident & Operations Center, operating in a secure adjacent space, and which is staffed 24 hours a day, 7 days a week, continues the decades-long tradition of addressing modern technology challenges by better positioning Texas A&M to monitor and prevent ever-increasing cyber security attacks.
“Network security is a top priority, and the new center includes scanning and monitoring tools to ensure our data remains safe,” said Childs. “I want to highlight the important work done here every day, and I am confident that we now have one of the finest facilities in higher education.”