In response to faculty and student demand, Information Technology’s Customer Service Center in Lentz Hall began operations Monday, several months before officials had originally planned to open the facility, IT administrators say.

The IT help desk in the Communications Building was closed at the recommendation of a consulting report prepared by IBM. The report, completed last May, advised IT to close the desk and start a new facility from scratch to meet the computing needs of the SIUC community.

Budgeting and Resources Executive Director C. Michael William’s decision to close the help desk was met with criticism from several academic departments, who said their operations would be hindered by the lack of computer assistance. This led to the early opening of the Customer Service Center, Michael Schwartz, director of the center said.

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We had the mistaken belief that people wouldn’t miss the old help desk, he said.

According to the IBM report, implementing the Customer Service Center would take at least a year.

Some members of the SIUC Computing Advisory Board have expressed concerns that SIUC cannot afford the facility recommended by IBM.

Williams has previously said that there is not enough money in this year’s IT budget to implement the facility IBM recommended.

SIUC President John Guyon said more funds will eventually have to be allocated to IT, but that there are no immediate plans to for an addition to its budget.

Williams said some IT employees were transferred from the Wham Computer Learning Center to staff the new facility.

He also said nearly $538,000 has been spent on computer equipment, office furniture, space rental and rewiring in Lentz Hall.

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Schwartz said because of the early opening date, the new facility is only the beginning step of the computer assistance IT hopes to provide.

What you’re seeing here is a very humble beginning, he said. Eventually there’s going to be a lot more.

He said the center presently has two phone lines staffed for answering questions. He said there are also three consultants available by appointment for one-on-one computer advice.

IBM recommended the facility have 17 people fielding questions on the phone, Schwartz said. The old help desk had only one phone line.

Williams said despite the early opening date, service at the Customer Service Center may be better than the old help desk.

We have a better facility and better tools, he said. But the initial service will be in the eye of the beholder.

Williams said the Customer Service Center will improve with time.

Schwartz said training for employees at the center will be a never-ending process because of continuing advancements in the field.

He said he still hopes to have the facility, as it was recommended by IBM, in place by next October.

There’s a lot of things that can happen between now and then, but that’s our goal, he said.

Schwartz said the center’s hours will be extended in the future. The facility is currently open from 9 a.m. until 3 p.m., Monday through Friday.

He said the Customer Service Center is keeping track of when calls are received, what questions the center receives, how long people have to wait on the phone when calling the center and how many people give up after waiting on the phone.

This data will help the Customer Service Center identify and address its weaknesses, Schwartz said.

Employees taking calls at the Customer Service Center said most callers had questions about dialing into the SIUC computer system, particularly about the new security system implemented Monday to keep non-SIUC users off SIUC facilities.

Schwartz said the Customer Service Center has a goal of solving any problem a user may have within 24 hours. He said some of the more complex questions will be referred to experts in IT who will relay a solution back to the Customer Service Center.

The center received 34 calls Monday, and only six were not resolved before 3 p.m, employees said.