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IT Support Members:

(In particular members from University of Chicago, University of Illinois, University of Maryland, University of Nebraska, Ohio State, Penn State)


During our monthly conference call yesterday, with eight universities from the Big Ten attending, we collaboratively gathered feedback on these two topics:

1.       Centrally Supported Products/Services supported by our Help Desks/Support Centers (quite thorough, but fast to complete )

2.       Recruiting and retaining student employees



We’d love to have results from all the Big Ten institutions by the time we meet again for our next monthly conference call on 2/27 from 10 to 11:30 Eastern Time.  If the column is not complete for your institution, please do complete it by 2/27 if at possible.  All of us would appreciate it and it shouldn’t take more than 15 to 20 minutes to do both.  Just use the links above.


Most importantly, I hope that you will join the call on 2/27!

CIC IT Customer Support Services Monthly Video Conference

When: Fourth Thursday of the month, 9AM-10:30AM Central / 10AM-11:30 Eastern 

            Next meeting 2/27


Vidyo Room Link:


Customer Support Services CICme site for agendas, shared documents, etc.:


Future Agenda Items

·         Retaining Student employees

·         Working with vendor/cloud-based service providers

·         VDI services and strategies

·         Corporatization of the academy - impacts on support discussion

·         Corporatization of the academy book club discussion - Creative University, Christian Clayton)

·         Differences in supporting faculty, students and staff

·         Remote Agent implementation/planning

·         Help Desk/Service Center Organization charts

·         Social media support implications

·         Rutgers and WI homegrown student recruitment/hiring system demonstration (Feb)



If you have any questions or need more information, please contact me personally.  Happy to chat.


Cathy O


Cathy O’Bryan, Director

Client Support

University Information Technology Services, Indiana University

(812)856-3527  (IU Bloomington)      (608)333-4547 (Cell)



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Cc:  Others


This email is for all CIC (Big Ten) institutions and optional for others. The column may not be complete because EITHER:

a.        Your representative on the call need more information and only got started.

b.      Or there was no representative on the call and you wish to complete it.

Good question, Suzanne!


Cathy O


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