Business Hours. To find out if your web browser supports JavaScript or to enable JavaScript, see web browser help. If you receive ASU Office 365 Exchange email on your mobile device, we strongly recommend using the Microsoft Outlook Mobile App because it is fully compatible with newer Microsoft authentication protocols. Arizona State University's four campuses are located in the Salt River Valley on ancestral territories of Indigenous peoples, including the Akimel O’odham (Pima) and Pee Posh (Maricopa) Indian Communities, whose care and keeping of these lands allows us to be here today. ASU West Campus. You can reach us in a variety of ways. ASU provides an email address ending in “@asu.edu” to all students. The ASU Lodestar Center for Philanthropy and Nonprofit Innovation is located on the 5th floor of the University Center building at the ASU Downtown Phoenix Campus. All faculty, staff and student worker Exchange mailboxes from the Exchange servers on campus (On-Prem) will be moved to Microsoft Office 365 Exchange (O365) services in the cloud. You can call us at (855) 278-5080. Disability Services. Now and in the future, agents are and will remain an integral part of the ASU community who own the student experience and are highly invested in making a positive impact, both for the success of the Help Desk and the customers they serve. The roll-out will be department by department and your local support staff will contact you when your account is enabled. Contacting us is easy — reach us by phone, email, online or just stop by. Labriola National American Indian Data Center, Research and Course Guides (Library Guides), Public Service and Advanced User Basic User. Visit My ASU for personalized service. Barrett Scholarship Application Portal. Community Solutions. More than 10,000 cases were handled via chat, and of the remaining 64,000 cases handled via phone, nearly half were questions related to finance. (request an appointment via WPCarey.Support@asu.edu) Staff will be available for on-site or virtual support during the following hours: Mon – Fri: 7 a.m. to 8 p.m. Not affiliated with ASU? It is university policy that an ASU email address (the your.address@asu.edu) be the official channel of email communication. Here is the proposed rollout schedule. Additionally, Help Desk agents exceeded their 70 percent service level goal for answering calls, averaging 84 percent for the entire month. LiveChat. Email earnedadmission@asu.edu . We're here to help. If Firstname.Lastname is a duplicate, then a … They'll take a share of a $1 million prize and receive assistance to get the mask manufactured and to market. The interactive voice response (IVR) phone system — created through an integration between Salesforce and inContact call center software — also has a callback feature that allows students to keep their spot in the queue without having to stay on hold.When customers call into the IVR, they are asked up front if they’d like to participate in a survey, which is used to track quality as well as opportunities for recognition and appreciation.“It’s less about if they’re satisfied with the answer and more about behavior and whether they felt the agent cared about their problem,” explains Chris Tyler, manager of system strategy and business development for the University Technology Office and another project manager for the Help Desk.For those customers who want to talk with a live agent, the Help Desk has a service level goal of 70 percent for answering calls and relies on a variety of call center metrics — including average speed of answer and abandoned calls — to ensure customers are being taken care of correctly. You either care about customers or you don’t.”Which is why the decision to bring the Help Desk back in-house was so significant. To achieve this objective, the department partnered with various functional units around the university to build out its Knowledge Base, thereby enabling the Help Desk to serve as tier one support for all the different colleges and departments across campus.“We really consider ourselves between Tier 1 and Tier 2 support,” says Melissa Heinrich, director of corporate enrollment partnership services for Financial Aid and Scholarship Services and one of the Help Desk’s project managers. The following January, it began a gradual rollout of financial aid services, and in July 2015, officially became the sole 24/7 customer service provider for all ASU service issues.As one of ASU’s early adopters of Salesforce, the Help Desk was among the first university departments to actively create cases using the Customer Relationship Management (CRM) tool. Call our Help Desk at 1-855-ASU-5080 for assistance. But now if students have a question about money, no matter what department it falls into there is a team of people who are cross-trained to respond.”“With the IVR, students can call in and get a credit balance regarding their financial account without having to talk to an agent,” adds Tyler.During the annual peak service period in August 2015, the self-service feature handled nearly 1,000 of the Help Desk’s more than 75,000 cases. v6.4.43 Already have an ASURITE User ID? Your Instructor or contact help desk support. Terms of Use • Privacy Policy. Monday-Friday. Contact us for assistance with your student account. Spring 2021 update | FAQ page | Class flexibility for students | Novel coronavirus updates. “But then they saw the results from August and are now looking at ways to take it even further.”. 2400 Gillionville Rd. Delivery to this address will be verified upon initial setup and if there are any changes made to your email … Submit New Request; Check on a Request; IT Staff Login; Examsoft (SofTest) Printer Troubleshooting; ASU App Instructions Participate in the Discussion Cancel reply. Only five percent of our total population may ever do a survey, so it helps us find additional opportunities to capture how a call went.”In the short time that the Help Desk has served as the sole service provider in this capacity, it has augmented the vision of ASU’s Service Excellence Initiative, providing the entire university community with both exemplary customer service and a 360-degree view of the student service experience.“Our previous CRM tools were siloed, so if a student called into one department it wouldn’t necessarily be visible to another,” explains Heinrich. 1-844-448-7707. Linux update patch window on 1/21/2021 from 6:00am to 8:00am. Faculty and Staff email accounts are created at the time of employment. Get Services. ASU Housing contact information. Ask a Librarian (Chat and Email) Call us at 480-965-3605 Search Staff Directory Library information desks Contact Phone Hayden Library 480-965-3605 Noble Library 480-965-2600 Design and the Arts Library 480-965-6400 Music Library 480-965-3513 Downtown Phoenix campus Library 602-496-0300 Law Library 480-965-6144 Fletcher Library (West campus) 602-543-8502 Polytechnic campus For information or immediate concerns contact administration at 501-882-4500 or email us at: ASUBCares@asub.edu or see the FAQ section on the link. “Student Business Services was for your tuition bill and Financial Aid was how you paid it, but the line between them wasn’t clear. Faculty and staff are typically given two addresses - their Firstname.Lastname@asu.edu and their ASURITE@asu.edu. There are two Student Support Services programs designed to offer services to students, one on the ASU-Beebe campus and the second on the ASUB Heber Springs campus. You can direct new email messages sent to you@asu.edu to your new @outlook.com address by managing your ASU email address. ... ASU Mid-South 2000 West Broadway West Memphis, AR 72301 Main – 870.733.6722. Make sure you get feedback from your staff every step of the way because they’re the ones who are actually going to be using the tool.”For Tyler, finding success is not so much in the tool but in hiring agents with the right personality for the job.“Our fundamental requirement is customer service,” he says. ASU East Campus. ASU Librarians help with research consultations, library instruction, and resource recommendations for your area of study. We are advocates for the incorporation of Indigenous knowledge systems and research methodologies within contemporary library practice. Use the ASU Directory to … If you successfully complete your required number of courses with a 2.75 GPA or higher and submit an ASU application (including all required materials), you are eligible for admission to ASU. In April 2014, the Help Desk soft launched Salesforce for technical support and student services. Contact Arizona State University. Enabling and empowering students, faculty, and staff, Public Service and This web browser does not support JavaScript or JavaScript in this web browser is not enabled. 7am - 6pm MST. The content of this website is curated by the ASU Online Instructional Design team. Council of Religious Advisors (Student Religious Organizations) Commuter Services. In April 2014, the Help Desk soft launched Salesforce for technical support and student services. “There’s a wide spectrum of things that come in on a daily basis for us to handle. Location. Name * First Last. Phone: 480-965-3515 Email: housing@asu.edu Address: 1151 S. Forest Ave, Tempe, AZ 85281 For 24/7 helpdesk support, call (844)-292-3213, or complete the helpdesk form below, with your information, including an alternate email address and a description of the issue you are experiencing. The Service Center is housed in the Math and Computer Science building, room 111C. If you need assistance creating your account please visit the Help Center or … Arizona State University Shared Resources site. Welcome to the ASU Law Helpdesk System! People Search. For questions specific to your college convocation event, please direct your question to the college. Phone Number. ASU Email Exchange Service is moving to the Cloud. I didn't receive my activation email, please send me another email. What you may not realize, however, is that prior to July 2015, the agents who responded to your service requests didn’t work at ASU.In the late 2000s, ASU recognized the need to provide 24/7 service support and secured outside services for the key support functions of information technology, faculty and staff support, general student services and financial aid.In alignment with ASU’s Service Excellence Initiative in 2013, these services were brought back to ASU to ensure student satisfaction and overall service was provided for the university community. Libraries. Cases are accepted on My ASU, via webform, chat, by phone or through an automated self-service system, allowing students to retrieve information such as their account balance and financial aid refund status quickly and without speaking to an agent, if that is their preference. How can we help you? Students for In-Person Technology Help for your devices: Please visit us at our on campus Technology Studios 1-855-278-5080 (toll-free) +1-480-965-6500 (international) Web site feedback. Your feedback helps us continue to improve our services. This is a portal to tools and services available through more than 100 core facilities, labs, shops, clinics, museums, and collections that support ASU research – sharedresources.asu.edu Additionally, it relies on speech analytics to search and flag positive terms such as “you’re the best” or “thank you so much,” and negative terms such as “disappointed” or “upset.”“Every interaction that we have with a student is recorded,” says Tyler. Counseling Centers at ASU. We provide technical assistance for all faculty, staff and students at Angelo State University. We'd like to hear from you! System Status; The ASU Library acknowledges the twenty-two Native Nations that have inhabited this land for centuries. You'll need to log in with your ASURITE UserID and password to … Monday-Friday. Contact the Help Center or call 1-855-ASU-5080 (1-855-278-5080). Please include your name, ASU ID number, college,degree and major so your question can be answered in a timely manner. Detailed information is required in order to assist you with your question. There are numerous ways to connect with ASU’s W. P. Carey School of Business. “We can teach someone how to handle the tool or be skilled on a subject, but we can’t teach that innate character of being good at customer service. Some access including authentication systems may be intermittently inaccessible. Have Questions? If you have any questions please feel free to contact us using the form below. Phone: (229) 500-2000 Facebook; Twitter; Instagram The overwhelmingly positive statistics from one of the busiest months of service has helped quell any lingering doubts over the initial time commitment required for the Help Desk project.“There was some development time involved up front and some people were questioning whether it would really be useful,” says Tyler. “Now with the My ASU Service Center, students can actually see the cases they’ve submitted, so if they’re wondering why someone hasn’t reached back out they can check the status, which is a big win.”This feature is especially important when inquiring about financial aid, tuition and billing. In alignment with ASU’s Service Excellence Initiative in 2013, these services were brought back to ASU to ensure student satisfaction and overall service was provided for the university community. Bridging Success – foster youth support. ASU provides @asu.edu email addresses to people affiliated with ASU at the beginning of their affiliation. If you’ve ever asked a question on My ASU or called the university’s main phone number, chances are you’ve interacted with the ASU Help Desk. Access ASU Tempe Outreach Arizona State University PO Box 871101 Tempe, AZ 85287-1101 Phone: 480-965-6060 Fax: 480-965-1286 Email:AccessASU@asu.edu International Students and Scholars Center. Community Solutions, Learn about library resources and strengthen your research skills with. ASU Library acknowledges the sovereignty of these nations and seeks to foster an environment of success and possibility for Native American students and patrons. We have teams of dedicated business professionals with expertise in finance, human resources, proposal development, communications and marketing, technology, web development, and event planning. Email * Subject * Your comments * CAPTCHA. Though these departments have been historically decentralized, Heinrich played a major role in forming a central place within the Help Desk for students to get financial answers quickly.“It was confusing for a long time,” she explains. Student Business Services offers a variety of student account services including tuition and billing, student refunds (including financial aid), receipt and payment processing, support for past due accounts, third party sponsorship assistance and Perkins Loan repayment. We're available 24/7 to answer. 504 College Drive. “Service was lost this way, since students couldn’t have a continuous experience across the university. For New Employees: ASU will send this email to the address you used to create your account on the ASU HR new applicant website. Graduate Student Resources. It could be an engineering grad talking about their hours requirement or it could be an incoming freshman asking about residence halls.”The Help Desk is now equipped to handle the majority of these inquiries, but in the event that another department needs to step in, is able to reassign and reroute cases through Salesforce.“We rely on the relationships we have with our university partners and the information we collect in the Knowledge Base so agents can investigate and resolve issues for any department,” says Heinrich. Computing Services. Albany, GA 31705. Whether you’re interested in finding out more about our highly ranked programs, want to tour one of our campus locations, or just need someone to talk to, we’re here to help with anything and everything b-school. Earn academic credit that can be applied at ASU or any accepting university. Albany, GA 31707. A team of students in ASU's Luminosity Lab beat out 1,000+ entries to win a competition for their design of a more functional, comfortable mask to help prevent COVID-19. Explore Library Guides, your go-to resource for specific subjects or courses. “But when it’s not possible, we can easily escalate the case to Tier 2.”During times of normal service volume, there is a 24-hour resolution goal for all cases, which extends to 48 hours during peak periods. “You can set up Salesforce any way you want, so you need to be open to opinions about how to structure it. We needed a holistic understanding of what was going on with the entire student financial picture, so we did a lot of training with our Help Desk agents — [team members] Antonio Miranda and Carlos Benjamin did an amazing job in a short amount of time with complicated and involved concepts. University Services Building 1551 S Rural Rd Tempe AZ 85281. So another goal was to make sure that in our effort to provide the best customer service, we documented the student experience so it could be visible to the university community and take place within the context of prior interactions, ensuring all the needs of the student or any other customer are met.”This transparency is beneficial not only to Help Desk agents, but also to students themselves.“Previously, students had no visibility into the progress of a case,” says Heinrich. When asked what advice they would offer someone who is just starting out with Salesforce, Heinrich stressed the importance of teamwork and embracing changes when needed.“My advice would be to continue to ask questions and collaborate with professional resources,” says Heinrich. ASU Lodestar Center for Philanthropy & Nonprofit Innovation Arizona State University University Center 411 N. Central Ave, Suite 500 Phoenix, AZ 85004-0691 (Internal Mail Code: 4120) ASU-Beebe Student Support Services is 100% federally funded at $261,389 annually to serve 160 students. Training support for colleges/schools and departments; or use the link below to schedule an appointment with one of our Instructional Designers to discuss any questions you have regarding your ASU course or available educational technologies. Ask a Librarian provides chat and email services to help you anywhere! Visit My ASU. Schedule a virtual consultation with an Instructional Designer. PLEASE review all areas of the Ceremonies website before submitting your question. Sat: 7 a.m. to 5 p.m. WPCarey.Support@asu.edu 480-965-2400 Office: BA 319, Tempe Campus Its primary goal was to make reaching out for and receiving service as easy as possible for its constituents. Resources for Faculty and Staff The Global Institute of Sustainability and Innovation provides a variety of support services to our faculty, staff and ASU Sustainability Scientists and Scholars. “The speech analytics program converts it to text and looks for keywords to determine if it’s a call that needs to be reviewed or is a call that has a lot of good praise that we can then use for coaching. Call: 1-855-278-5080Email: sbs@asu.edu Employees should set up their official ASU email signature in Outlook and other email applications.. Email Guides Desktop computers are configured with Microsoft Office 365.Use these guides to configure email on your devices. ASU Library welcomes members of the Akimel O’odham and Pee Posh, and all Native nations to the Library.

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