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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.

Eligibility

Students, faculty and staff are eligible for this service.

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.

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

Charges

There are no charges for this service.

Service Line

IT Service Center

Features

  • 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

Owner

Mike Gifford

Pre-requisites

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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