Susan Reinstedler

ITS Division: Customer Support & Student IT Enablement

Service Area: Customer Services

What services do you and your teammates provide to campus?

ITS Customer Services provides a single point of contact to students, faculty, and staff for any kind of technical issues they have. I mainly triage Voice and Data incidents and request.   ITS Customer Services utilizes a vast knowledge base to resolve incidents or requests first, before escalating to another department/ team that can troubleshoot the situation. 

What campus units do you collaborate with?

We obviously collaborate with every department in ITS but also departments such as Human Resources, Registrar’s Office, Housing, Facilities, PPD, and others.  We collaborate with the HealthCare IT services.  We work with outside vendors that provide phone and cable services to the university.  I work with Networking Infrastructure engineers, technicians, estimators, and the business office to ensure certain services ITS provides are billed correctly. 

What are your workplace values?

I first and foremost like to make sure we provide great customer service, treat all customers with respect, and to do everything I can to see that their problem or request is taken care of.  I also like to inform customers of resources available to them and how to be resourceful about finding a solution.  

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

I like the diversity that working at the University of Kentucky provides.  I love my job and the people I work with.  It is very satisfying being able to help customers.   Over time, you develop relationships with customers and learn more about people all over campus.