Customer Support

Marie Steed, Executive Director

Customer Support delivers customer services, project and portfolio management, communications coordination, and customer relations management for OIIT. Primary objectives are to facilitate effective and efficient development, implementation, maintenance, and integration of projects with significant IIT components and to synthesize information needed for informed decision-making. Customers include faculty, staff, and students in the USG as well as USO stakeholder sponsors, and OIIT colleagues. Customer Support’s perspective and services are cross-organizational and cross-institutional.

Major functions and activities include the following:

• The Project Management Office provides project and portfolio management, meeting facilitation, resource capacity planning, risk mitigation, project communications, and performance metrics.

• Customer Relations develops relationships with stakeholder sponsors for collaborative portfolio management, facilitates decisions, and addresses special initiatives.

• Communications includes functional and technical documentation, data presentation, conference publications, website content, and other forms of internal and external communications.

• The Helpdesk provides centralized support and serves as a 24 X 7 single point of contact to USG institutions, the System Office, and GALILEO customers for enterprise products and services. A three-tier helpdesk strategy and support model enhances customer experience. Customer Services offers professional development training for certified helpdesk professionals, managers, and support center analysts for the USG and manages the Emergency Communication Service.