|Title||Start Date & Time||End Date & Time|
|Service Issue Updated: Red Hat Satellite (redhat.colorado.edu)||Thursday, November 3, 2016 - 12:40pm|
|Service Maintenance Scheduled: My Leave, Finance Resources (FIN), and Human Capital Management (HCM)||Saturday, December 10, 2016 - 6:00am||Saturday, December 10, 2016 - 6:00pm|
|Service Maintenance Scheduled: ServiceNow (ticketing system)||Thursday, December 15, 2016 - 7:00pm||Thursday, December 15, 2016 - 9:00pm|
You can contact the IT Service Center by calling 303-735-HELP, walking into the service center, or by sending email to email@example.com. When you contact the IT Service Center in any of these ways, our goal is to have an IT Service Center staff member resolve your service request or incident. If we are unable to do this, your request or problem gets escalated to a core expert.
The ITSC aims to contribute to the academic growth of the campus community and our goal is to provide support for the technologies we provide to the campus. We hope to achieve a high rate of customer satisfaction so that OIT can be viewed as a trusted, reputable and most of all helpful organization.
The ITSC will achieve and maintain a minimum of a 90% customer satisfaction rate based on both reactive and proactive feedback.
*Community - Implies the systems, processes, personnel, and ancillary functions that allow the university to operate effectively and efficiently.
The Office of Information Technology (OIT), IT Service Center is an internal technical support center that offers technical assistance and customer service to University of Colorado faculty, staff, students and CU Boulder retirees. The IT Service Center is the single point-of-contact for all information technology (IT) issues, allowing all information to flow through one central location. The IT Service Center receives calls on various software applications, hardware and general University of Colorado Boulder content questions. The goal is to resolve as many issues as possible on a first call basis. The issues that the IT Service Center is unable to resolve will be transferred to the appropriate escalation support team within OIT. The IT Service Center and all support groups work together to provide quality support to the University of Colorado community.Communication and cooperation are vital to the success of the IT Service Center.The IT Service Center’s success is determined by how each ITSC analyst responds to the customers’ business needs.
The University of Colorado Boulder IT Service Center represents the entire OIT organization. The perception that customers have about OIT will be based partly on how the IT Service Center analyst interacts with the customer. Therefore, their roles are crucial not only in providing the superior support but also in providing superior customer service.
Because of the roles the ITSC analyst play in OIT, it is no surprise that customer service/soft skills continue to be the primary training focus for the ITSC analysts. The ITSC has a rigorous training program, followed by continual coaching. We offer a blended learning environment, which combines staff-led training with self-paced learning.
The ITSC staff members, LeCarla Gilmere, Jeeg Wilder, Nathan Long, and Danny Cantu are ITIL Foundation and HDI Support certified.
Inbound emails to firstname.lastname@example.org, are processed between incoming phone calls and will be worked on a first in first out bases. It is highly recommended if you need immediate assistance, to call the ITSC instead. All email is retrieved throughout the day and responded in the order they are received.