CUMC Home | Columbia University | Jobs at CUMC | Contact CUMC | Find People
     
Columbia University Medical Center logo,  Columbia University Medical Center Information Technology
For support: call extension 5-Help (212-305-4357) or email us
 
 
  Nav Header
 

Responsibilities

Hours Contact Information
  • Monday - Friday: 8:00am to 7:00pm*
  • Saturday: 9am to 5pm
  • Sunday: 10am to 6pm
* 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


| TOP |

Last updated 9/1/2009

 
 
bullet Home                bullet Faculty and Staff                bullet Students                bullet Policies                bullet About CUMC IT
CUMC Home | At Columbia University | Affiliated with New York-Presbyterian Hospital | Comments | Text-Only Version