Desktop Support provides proactive management of personal computing systems and the use of those systems to access other IT services.
Customers are assigned a technician to work with. The customer receives better service when they interact with the same technician as problems arise. The technician is already familiar with the customer’s history and has developed a relationship with that customer, he/she is capable of providing a more personalized experience as well as solving the problem in a timelier manner.
All technicians use the same processes and methodologies to support their clients which enables other members of the Dedicated Desktop Support team to respond to client requests when the assigned technician is unavailable due to vacations, illness, training or other reasons.
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Desktop Support provides complete proactive management so the client can focus on their own priorities and not expend time and effort on technology issues.
The cost of the desktop support technicians is recovered from the participating departments to include salary, benefits and position operating costs.
Dedicated Desktop Support is available to any department and is customized to fit their specific needs.
Contact David Cavalieri to discuss how Dedicated Desktop Support can be tailored to meet your department's needs.
Dedicated Desktop Support will provide individual training on software changes or operating system upgrades. They will also work with the OIT Training team to facilitate department-wide training.
Dedicated Desktop Support will also consult on hardware and software upgrades, utilizing other OIT services or on other topics related to personal computing technologies.