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  Service Desk
 

Objectives

The following list of Objectives summarizes those activities that must be performed to accomplish the mission of the CUMC IT Service Desk.

We will:

  • Take a proactive approach in identifying and solving problems to better assist CUMC in its use of computer technologies.
  • Provide current, accurate information concerning CUMC computing and networking activities to Faculty, Staff, and Students.
  • Log all problems reported.
  • Perform first-level problem determination.
  • Provide problem resolution or bypass/recovery procedures when appropriate.
  • Refer second-level problems and questions to designated IT groups.
  • Monitor problems coming though the Service Desk to ensure that action has been taken.
  • Provide reports on the types and volume of logged problems.
  • Communicate availability status of supported resources to Faculty, Staff and Students through designated methods of communication in a timely manner.
  • Assist Faculty, Staff and Students in administrative and academic tasks associated with Columbia University resources and services. (Examples: UNIs, disc space allocation, software distribution.)
  • Maintain the level of technical expertise required to answer questions and solve first-level problems.
  • Notify CUMC IT groups of exceptional problem areas noted through high-volume client contacts.


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Last updated 9/1/2009