Help Desk Services

Director, Donna Herbert

The Client Support Services group is located in the Dutton Avenue office parking facility and consists of seven full-time employees. They provide first-tier support for any issues related to computers (hardware or software), networking, telephone, wireless devices, and copiers. The Help Desk serves over 16,000 customers including students, faculty, staff, and retirees.

Client Support (Help Desk) Services

  • Support Call Response Provides tier one support for ITS systems and services including, hardware, software, networking, telephone, wireless devices, and copiers in a professional manner.

  • Record Calls Utilizes the Heat database according to the call flow procedures for all phone and technology related calls through final resolution.

  • ITS Website Maintains all ITS website information to keep it current, accurate and user-friendly.

  • Alert Notification Posts updates to the ITS website in the form of alerts to report system and maintenance outages. Maintain a client call list to provide alerts when website is unavailable.

  • Downline Maintains this service by providing recordings for scheduled and unscheduled outages of all ITS-related services and equipment.

  • Help Desk Email Account Monitors and responds to all emails pertaining to technology and telephone services provided by ITS.

  • Follow Up Client Visits Conducts personal, in-office follow-up visits to clients receiving new computers or operating system upgrades as needed.

  • Technology Training Designs, develops and delivers instructor-led training seminars for all faculty, staff and eligible student or graduate office workers.
  • Creates short training videos for quick reference to be delivered via the web.

  • Seminar Registration - Coordinates with POD group to maintain an easy-to-use method that allows faculty and staff to register for technology training.

  • Heat Customization Monitors and designs the Heat call tracking system to support the call flow infrastructure as needed by the various ITS groups.

  • General Support Coordinates support and/or training with the various ITS groups to rollout and/or support new technologies or upgrades of existing technologies as needed.

The Heat System from Front Range is used as our tool to record all client calls, which are tagged with a ticket number that can be reassigned, prioritized and tracked through the final resolution process. This information is also captured for generating various reports. Our Heat system is also linked with our LanDesk asset tracking system to provide our technicians with current information about the client's hardware configuration, physical location and classification. The LanDesk remote control is also utilized to provide searchable knowledge about software/hardware solutions when appropriate.