Strategy, Philosophy, and Focus
“Add value and enhance customer experience through first contact/level resolution; outbound, pro-active customer communications, and self-service.”
ITS’s Customer Service and Helpdesk (primary point-of-contact) facilitate and manage support and service to USG institutions for ITS products and services. We strive to provide customer satisfaction through knowledgeable, timely, and courteous response to all requests using a professional and credible line of communication.
To focus on customer support, business/organization, continuous improvement, and key information technology components, ITS Customer Service department and Frontline Helpdesk follows consistent, best business practices and a 7-point, strategic plan and philosophy for Customer Service and Helpdesk organization and operation:
- Event Monitoring
- Information Technology Service Management
- Customer Service Focus
- Support Request Reporting and Analysis
- Information Management
- Communications / Marketing
- Skills Development
For questions or clarification concerning ITS’s Customer Service business model and methodology, contact the ITS Helpdesk.