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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