Our Quality Measures

Our Helpdesk, Laptop Support, and Classroom Support teams work hard to deal with problems as they arise quickly and efficiently. As each call comes in, the problem is first evaluated based on its impact on you. If the problem prevents you from working on critical time-sensitive tasks, the call is escalated to the top of the queue for immediate attention — our goal is to have you effectively operational within 60 minutes.

To help us help you, we ask that you:

• Report all computer-related problems promptly.
• Be available to identify the problem to our staff and work with her/him.
• Contact us before making any changes to the system hardware or software.
• Keep yourself informed about the schedule of all planned network, hardware, and software changes and all major CS activities.
• Take responsibility for educating yourself on a continuing basis about basic computer-related skills. CS and ITD (the Information Technology Division of the University) do, and will continue to, provide ample opportunities for all individuals to become and remain appropriately trained.
• Maintain an updated version of virus protection software on your system by following the guidelines provided by Computing Services.
• Communicate any computer-related concerns to members of the IRC.

For all calls, our goals are to commence an informed diagnosis of any computer-related software problem within fifteen minutes, and to close all calls within three days. The report below combines statistics from the three teams, based on problem type and urgency of call.

Helpdesk, Classroom Support, and Laptop Support
Calls for the Last Six Months