|
|
 |
|
| |
What Constitutes Customer Service?
Our definition of Customer service will be that
the Technology Support Group will maintain a stable and dependable Technology
Environment for the College and assist the individual users in the effective
use of that technology.
Obviously, such a broad definition leaves the door wide open. However, to
the frustrated user, not knowing how to do something is equally as dysfunctional
as the system malfunctioning. In the eyes of the user, if the system doesn't
work for them, it doesn't work. Period.
It is apparent to anyone close to the action in Technology Support that
a high proportion of calls are attributable to user error or lack of experience.
The Institution to date has not established expected levels of competencies
for any of its user classes, so Technology Support will seek to address
all calls as quickly as possible. However, a priority system will be applied
to those calls requiring on-site visits, and every effort will be made
to facilitate user education to reduce such calls in the future.
This Service Plan is divided into two distinct sections covering Technology
Assisted Classrooms (computer labs) and individual users. The approach
to servicing the two areas is entirely different, yet they share the commonality
of competing for finite support resources and for a place on the overall
priority list.
Priority List
The Priority List is a best-fit ranking of common requests to Technology
Support. The philosophy is very simple in establishing the rank order:
- address first those things impacting the greatest number of users. For instance, an entire building not hitting the network takes precedence over a lab not being able to send email one morning.
- address next those issues impacting the greatest number of people. One machine down may be the critical link in the registration process for hundreds of students, or one office machine down may delay generation of the payroll for the entire campus.
- all other concerns being equal, instructional requests come before administrative requests.
- try to do what makes sense.
Winners & Losers
The danger in generating any such list is that from time to time there will be winners and losers in the competition for help. The winners seldom complain about the list.
|
|
|
