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In addition to handling more than 25k IT support requests annually, the Division of Information Technology (DoIT) administers the same Request Tracker (RT) software used by nearly all campus service departments via the myUMBC help menu (the campus hit 1M tickets in 2018 and counting). Given the challenges of responding to such volume, DoIT also pioneered and curates the campus’ Frequently Asked Questions (FAQ) knowledgebase, to help users help themselves. As a result, support phone calls to our Technology Support Center (TSC) have been reduced 30% and DoIT’s overall RT ticket volume has decreased 3% (since FY10) or remained relatively flat while many other campus support requests have skyrocketed.

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