"Marietta College IT department enters 24/7 partnership in Cleveland"

From the Marcolian, the Marietta College student newspaper:

10/11/07
Have you ever been working hard on an assignment late the night before it's due? You're almost done. You can feel the stress release from your shoulders just in time to have your computer crash or experience some other random technical problem. You call the extension of the IT department only to get a voice mailbox telling you to call back in the morning. The stress builds up again and you know you are in for a long night.

Now, this situation is a thing of the past. On October 9, 2007 the IT department announced to the campus their partnership with PerceptIS. A company located in Cleveland that provides 24 hour, year round service to Marietta College students, faculty and staff. Before PerceptIS, students, faculty and staff, called the help desk that basically kept the same hours as the library. "PerceptIS will basically take the place of the Help Desk," says John Davis of the IT department.

With one of the members of the IT department leaving due to medical reasons, they decided it was time to start looking for a partnership with another company that could provide the best services to students. "It was just a good time. We could take some of the money that we had and use it to offer a much better service to our students, faculty and staff,'' says Davis.

PerceptIS, with other clients like Case Western Reserve University, Arizona State University and several other community colleges, has an excellent record of customer service. Davis comments, "We have reports from other clients of PerceptIS that they are seeing upwards to 70% of problems being resolved at the Tier 1 level, which is the students, faculty and staffs first connection with PerceptIS."

Event though the IT department is partnering with a company based out of Clevland students, faculty and staff still are to call the same local number of ext. 4860. From there the call will be transferred to Cleveland. This new program is set to launch on October 16.