Responsibilities

Hours	Contact Information
Monday - Friday: 8:00am to 7:00pm* Saturday: 9am to 5pm Sunday: 10am to 6pm	Phone extension 5-Help (212-305-4357), option 5. Email us at 5help@columbia.edu
* Phone support is available from 7:30am to 7:30pm Monday through Friday

• Open new service request tickets from incoming calls, 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 Frequently Asked Questions
• Publish known work solutions
• Maintain documentation regarding the use of the CU applications
• Maintain Service 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