As professionals, our involvement has been far-reaching to assist in building for a New Era. We may have never actually interacted with students, but established services to maintain equipment used by faculty and staff in the labs and offices. We combined with the colleges' repair technicians to assure supported connectivity for teaching and learning. The team continues to hang in there, attempting to stay current with technology through continual off-site and in-house training programs that were critical to the long-term needs of the colleges.

We began a New Era with the advent of the Help Desk software and from July 1999 through May 2000 there were 1,899 calls opened for Repair Services and 1, 916 calls closed. The discrepancies showed that some closed calls were logged pre-July and the staff was awaiting parts from the vendors. The average time to close a call was 1.7 days. The ability to use the Help Desk tracking system confirmed knowledge of peak times and the potential to look for extra personnel during those times. Of the 1,899 calls only 10 were logged between the hours of 6pm and 7am.

More detailed information about Computer Repair at Maricopa during the 1999-2000 fiscal year is available. Computer Repair has a website as well. Monthly status reports about Computer Repair are available on the ITS Status Report System.