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Service Name

IT Service Center Support


The IT Service Center Support service provides a centralized point of contact for reporting incidents (when services are unavailable or malfunctioning) and routine requests for services.

The ITS Service Center provides support for the following:

  • All ITS Services
  • Current versions of Windows and Mac operating systems
  • All standard Furman software
    Support for other operating systems, applications, services, and environments are provided on a “best effort” basis.


Students, faculty and staff are eligible for this service.

How to Request Service

Contact the IT Service Center (864.294.3277 or or visit the IT Service Center in the Lower Level of the Library.


IT Service Center Support is generally available during the following hours during fall and spring semesters:

  • Mon – Thur:  8:00 a.m. through 11:00 p.m.
  • Fri:  8:00 a.m. through 6:00 p.m.
  • Sat:  12:00 p.m. through 5:00 p.m.
  • Sun:  12:00 p.m. through 11:00 p.m.

    Summer hours are as follows:
  • Mon – Fri:  8:00 a.m. through 5:00 p.m.
  • Sat – Sun:  1:00 p.m. through 5:00 p.m.
    The IT Service Center is closed during University holidays.  Detailed hours of operation can be found at


There are no charges for this service.

Service Line

IT Service Center


  • Provide 1st level investigation and diagnosis of reported incidents
  • Escalate incidents that cannot be resolved with IT Service Center capabilities
  • Maintain records of reported incidents and service requests and categorize these for historical retrieval
  • Communicate incident and request status to others
  • Document and close incidents when they are resolved
  • Monitor call queues to ensure incidents and requests are handled in a timely manner
  • Conduct customer satisfaction call-backs or surveys to assess quality of provided services.
  • Plan, install, configure and test call management software to manage calls to the IT Service Center
  • Maintain adequate levels of staff skills to meet Service Center goals and objectives
  • Recruit and train part-time student staff
  • Monitor and manage call queues to ensure calls are handled in a timely manner
  • Integrate knowledge management databases and repositories for call agent access
  • Provide documentation for faculty, staff and students for the self-help knowledgebase


Mike Gifford


Be eligible for service

VP Customer

Vice President of Finance and Administration

Delivery Channels


Service Targets

  • Contact on all calls within one business day
  • Personal contact on all critical and urgent issues within 4 hours
  • Immediate escalation and notification on all calls that cannot be resolved at the IT Service Center
  • TechQual survey within minimum expectations
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