ITU Field Services Cuts Backlog to Zero

Posted: January 14, 2002 at 1:00 am, Last Updated: November 30, -0001 at 12:00 am

By Robin Herron

For the first time ever, the Fairfax Core Field Services group in the Division of Instructional and Technology Support Services reached a milestone of zero unassigned work order requests on Dec. 12, and has reached that level several times since. The year before on the same date, the unit had 220 unassigned tickets, about a four-week backlog.

That’s good news for the technicians and for George Mason computer users. An unassigned ticket is one that the technicians–the staff who service desktop computers if the Support Center can’t work the user through a problem–haven’t even had a chance to look at, says Joe Hutchison, director of LAN/Desktop Support Services.

Hutchison credits Laura LeVine, manager, Core Field Services, for her management of the group and praises the seven-member team’s hard work. The decline in unassigned tickets has been steady for several months, even with the traditionally heavy workload of the fall semester and the Information Technology Unit reorganization, Hutchison says. “The staff has stepped up to the plate,” he says, “and I’m really proud of them.”

LeVine says a combination of reorganizing work zones, on-the-job training, and having “a good team” were factors in reaching the milestone.

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