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For support: call extension 5-Help (212-305-4357), email us,
or instantly connect to a technician with
CUbhis eSupport
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Information Commons
Summer Hours
Monday through Thursday: 7am* to 8:45pm
Friday: 7am* to 5:45pm
Saturday: 10am to 5:45pm
Sunday: 1pm to 7:45pm
* Phone support begins at 7am Monday through Friday, however the walk-in desk does not open until 8am.
Emergency support is available by calling 5-Help at any time.
Responsibilities:
- Open new service request tickets from incoming calls, eSupport connections, emails, voicemail messages, and faxes
- Troubleshoot up to 15 minutes to identify a resolution
- Provide status on existing service requests
- Close resolved service request tickets
- Route tickets to the appropriate level 2 unit when the resolution is not identified within the 15 minute time limit
- Provide follow-up call management
- Transfer incoming calls to other service support units within Columbia University
- Generate daily reports
- Provide monthly performance metrics
Web Support Responsibilities:
- Publish Service Level Agreements
- Publish Frequently Asked Questions
- Publish known work solutions
- Maintain documentation regarding the use of the CU applications
- Maintain Help Desk Service Request status tracking functionality
Library Support Responsibilities:
- Distributions of SAS/SPSS application CDs and licenses
- Maintain a clean and fully functioning computer lab
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Last updated 7/19/2006
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