IT Customer Service
The IT Customer Service group is responsible for reliable and effective information technology services management, delivery, and communications to the AU community. The group employs industry standard best practices in ITIL Service Management, Change Management, and Performance Measurement. The IT Customer Service group includes:
- the IT Help Desk team-answers questions and provides general troubleshooting assistance for the AU community via telephone, e-mail, and instant messaging. The Help Desk staff are empowered with system administrator rights to fix most problems, as well as coordinate with other technical support, networking, academic and administrative computing staff to solve customers' problems and questions.
- the technical support team- provides on-site technical support of AU faculty, staff, students, and guests for issues pertaining to AU-supported hardware, software, and network connectivity. Responds to requests for service, either through direct interaction with customers at OIT's walk-in service or through issues that have been escalated from the OIT Help Desk. Installs, troubleshoots, and maintains workstation hardware components, network printers, software applications, and network related protocols to ensure a reliable and usable computing environment is maintained in support the university's academic and business needs.
- the technical training team-designs, administers, and delivers the technical training curriculum. Assesses departmental and organizational needs utilizing performance measurement tools and consultation. Leverages industry best practices to design and implement learning and development solutions that meet university goals and IT process standards.
- our IT Service Manager-provides team leadership in developing and managing service standards and processes with the goals of: fostering effective relationships, managing expectations, and reporting of performance metrics to the functional service owners and primary customer contacts across the University.