Mission Statement
- Provide first contact for students, faculty, and staff to assist them in resolving problems with software, network connectivity issues, laptop issues and problems.
- To assist our customers in making the best use of technology in support of their business function.
- To maintain, track and control the University’s laptop equipment by creating and maintaining inventory procedures.
Objectives
- To resolve basic problems, not symptoms, through carefully interviewing customers.
- To be proactive, by seeking to prevent problems through instruction, training and resolution.
- To treat our customers with courtesy and professionalism.
- To escalate issues beyond the scope of Tier I level support (e.g., hardware failure, etc.) and respond to customers within a designated timeframe with resolution/outcome.
- To work to ensure our top priority is to minimize customer downtime.
- To keep our mission alive and changing as our organization develops and grows.