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Case Western Reserve Contracts Out Service Desk Support

By Dian Schaffhauser
08/11/09

Case Western Reserve University in Cleveland, OH has signed a three-year contract with CDI IT Solutions for service desk support. Under the agreement, CDI will provide Level 1 and Level 2 support to the university's users through a help desk operation that includes walk-in, phone, and e-mail support.

"We are very pleased to be partnering with CDI in the delivery of technical support to Case Western," said Michael Kubit, the university's director of IT customer service and support. "Our goal is to provide world-class service to our university community and we are confident in our selection of CDI. We look forward to working with them now and into the future."

According to a statement from the service provider, CDI expects to "construct and improve operational processes and metrics" in Case Western's environment. Previous news coverage of the company reports that the majority of off-site support provided by Philadelphia-based CDI IT is delivered from a facility in West Virginia.

About the Author

Dian Schaffhauser is a senior contributing editor for 1105 Media's education publications THE Journal and Campus Technology. She can be reached at dian@dischaffhauser.com or on Twitter @schaffhauser.