About the Service Desk
The Service Desk connects CS&T to its customers by assisting them with questions or issues with any CS&T technologies to which they have access. Since CS&T offers a broad range of products and services, the Service Desk is responsible for directing phone calls and online inquiries to the right department in a timely manner and providing customers with the help they need.
- Become the focal point for the University’s computing needs by delivering exceptional customer service and support in a timely manner
- Treat all customers with professionalism and courtesy, while expediting service request
- Assist the customers with all their University computing needs and network problems efficiently and effectively using the most advanced tools
- Answer each call with a friendly and courteous greeting to enhance customer service
- Create a tracking ticket for every call, ensuring that the customer’s request will be expedited and escalated to the proper department in a timely fashion
- Ensure proper staffing coverage by analyzing call-tracking data to monitor trends and peak call times