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30 January 2025
Imagine a campus where every question is answered and every concern is addressed with care and innovation. At the heart of Benilde lies the Center for Institutional Helpdesk (CIH)—a dynamic and inclusive digital hub that empowers the community, from guiding students through the intricacies of securing Google Workspace accounts to assisting prospective learners on their transformative journey to becoming Benildeans. CIH is the silent yet impactful force that ensures no one is left without support.
The numbers tell the story. In 2024 alone, the CIH Help Center garnered 238,165 views for its information articles. With 30,931 tickets created and 33,036 chat sessions handled, it’s clear that the Helpdesk is a critical touchpoint for the Benildean community.
For CIH Director Mr. Levi Umali, Jr., these numbers are a clear indication of the Center’s dedication to service. “Each interaction reflects a story—whether it’s helping a student retrieve a forgotten password or guiding a parent through the admissions process. We aim to make every experience seamless,” he shared.
One memorable success story involved a student who had gone on leave and was hesitant about returning to school. CIH’s Outbound Team stepped in with a timely and personal phone call, offering encouragement and clear guidance on the steps needed to re-enroll. The student, moved by the genuine concern shown, found the motivation to continue their studies. “Sometimes, all it takes is a little nudge and a kind word,” shared Mr. Umali, highlighting the value of personalized outreach.
Positive feedback is a common thread in the CIH story. Users have praised the team for their exceptional support, quick response times, and dedication. One satisfied client shared, “This is the second time I’ve reached out, and I’m impressed with their service. They were kind, understanding, and responded quickly.”
CIH isn’t just about solving problems; it’s about anticipating needs. With self-service options on their Helpdesk website and chatbot integrations across platforms, the team empowers users to find solutions on their own. The top-viewed article for 2024 was “View the Latest Academic Calendar,” with 29,863 views—a clear indicator of how prospective and current students seek accessible information.
Recognizing the need for proactive communication, CIH played a crucial role during the multi-factor authentication (MFA) implementation led by the Data Center Team. Months before the implementation, CIH coordinated closely with the team to prepare help center articles and anticipate potential user concerns. By linking these articles to email announcements and guiding users step by step, they efficiently managed ticket loads and addressed MFA issues swiftly. CIH Content Head Ms. Vienna Anne Sevilla emphasized, “The preparation months in advance and the close coordination allowed us to efficiently handle ticket loads and resolve MFA concerns quickly.”
Of course, challenges are inevitable. Limited access to certain applications, vague user information, and slow internet connections can test the team’s resilience. However, CIH approaches these hurdles with a mindset geared toward improvement. When negative feedback arises, it becomes an opportunity for growth.
“We investigate tickets comprehensively to see what went wrong and how we can improve,” Helpdesk Specialist Ms. Maricel Fernandez explained. “These insights often lead to changes in our protocols or system configurations.”
Training and development are core components of CIH’s operations. Monthly meetings realign team protocols and provide learning sessions. Case studies from real tickets are discussed to explore better handling strategies. The Content Management Team also facilitates one-on-one coaching sessions for agents to improve their communication and service delivery skills.
“It’s about fostering a culture where agents feel empowered and supported to grow,” Ms. Sevilla said.
As CIH continues to expand its partnerships and services, the team remains committed to its vision of becoming Benilde’s institutional backbone for support. Though limited manpower poses a challenge, the Center looks forward to new collaborations and more comprehensive support for all Benildean units.
“We know it will take time, but with teamwork and collaboration, we’re confident that we can make it happen,” Mr. Umali concluded.
Whether it’s through an email ticket, a chat with Beni, or a friendly voice call, CIH lives up to its mantra: service that is truly “Like No Other.” As the Helpdesk continues to innovate and adapt, one thing is clear—they are here for the Benildean Community, ready to turn challenges into opportunities and concerns into resolutions, all while making each interaction meaningful and memorable.
To access CIH services in person, visit their walk-in service at Taft Campus Room B206, Monday to Friday, 8:00 AM to 5:00 PM. Alternatively, you can create a ticket anytime for seamless online support.
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