Service Name |
IT Service Center Support |
Description |
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.
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Eligibility |
Students, faculty and staff are eligible for this service.
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How to Request Service |
Contact the IT Service Center (864.294.3277 or service.center@furman.edu) or visit the IT Service Center in the Lower Level of the Library.
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Availability |
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 http://its.furman.edu
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Charges |
There are no charges for this service. |
Service Line |
IT Service Center
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Features
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- 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
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Owner |
Mike Gifford
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Pre-requisites |
Be eligible for service |
VP Customer |
Vice President of Finance and Administration
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Delivery Channels |
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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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