Bonnie Vanover

ITS Division: Customer Support & Student IT Enablement

Service Area: Customer Services

What services do you and your teammates provide to campus?

I'm the manager of both Customer Services & Telephone Support. The Telephone Support team work 24/7, 365 days a year to manage all incoming calls to the University & Medical Center-- transferring calls to patient rooms & providing answering services for physicians. Customer Services is the first point of contact for all of IT. We resolve IT issues for faculty, students & staff by phone & email. If we can’t help a customer, we will forward them along to someone who can. Lastly, we also have a walk-up service in The Hub of W.T. Young Library to get IT help in person.

What campus units do you collaborate with?

Our teams work closely to share information and support with IT units in every college across campus and the Medical Center.   The Medical Center also has a help desk we work with as well.

What are your workplace values?

Strong communication and people skills as well as a little sense of humor are nice for dealing with people. I want our team to provide the best customer service we can and be a true asset to the University – upholding integrity & respect.

What is your favorite part of working in ITS and UK?

I've been here 36 years and I've seen a lot of changes – in technology, people, etc. The Customer Services area seems to be a stepping point for a lot of people in UK. I like seeing people start their career here and grow at UK.