The Helpdesk has served as the main service centre for IT support on The University of the West Indies, Mona Campus, since its inception in April 2002. It is the window and first point of access to all IT support. The core function of this unit is centred on IT support, training and disseminating generic public information across campus, electronically. 

As part of our development plan, the Helpdesk unit was recently refurbished to assist us in achieving our strategic priorities. Consequently, the new space has allowed us to implement new systems as we seek to add value through IT services. The Awareness Enhancement Programme (AEP) is one such system. Essentially, the AEP is to highlight events, workshops and symposium that are relevant to students and other stakeholders. Additionally, this program has a ‘Did You Know?’ feature that is geared towards the empowerment of knowledge for individuals at all levels. 

The installation of the Q-matic system is another added value. This is a queuing and ticketing system implemented to improve our service to walk-in customers where they are served in a more organized and timely manner.

The new space now facilitates thirteen (13) work stations in comparison to six (6) formerly utilized. This has resulted in the growth and development of the MITS Internship Programme where this unit alone, employs over thirty students in comparison to fourteen in previous years. Services for walk-in customers are now categorized and managed accordingly, with the aid of the Q-matic system. 

In addition to the added work stations, there is the Information Desk, situated in the lobby of the main building that acts as a filter in directing our customers, guests and visitors.

Highlights from Helpdesk Management and Staff

Mrs. Janice Brown-Roberts, manager of the Helpdesk, confidently outlines that:

“The recent changes have served to add value to customers, and the staff who serve.” She believes “a pleasant and welcoming work environment assist in creating a healthy work environment, which by extension create an emotionally healthy workplace.” She further affirms that “productivity and performance will no doubt improve when our workforce is emotionally healthy.” Mrs. Brown-Roberts postulates that two of the main paradoxes which affect frontline employees are exhaustion and burn-out. Consequently, "a relaxing and pleasant work atmosphere will contribute to the boosting of morale and by extension our strategic objectives.”

A Helpdesk staff said she is overwhelmed to be part of a team whose focus is on total customer care. She continued by saying:

“The waiting area that we now have for walk-in customers is very much appreciated as communicated both verbally and non-verbally.”

Another Helpdesk staff expressed that the new space has eliminated the cluster that once existed.

The only male fulltime staff affirmed that:

“An attractive work setting stimulates and brings agility to the mind and helps him to focus on his daily tasks.”