Cooperative Utilization of Resources
• Interdepartmental
-- Strengthen relationship with IT Division
-- Departmental administration
-- Planning and purchasing
-- First-line contacts
• Intradepartmental
-- Utilize each other's talents as a team
• Extra-campus
-- Vendors
-- Partnering
Commitment to specific response times
• Multimedia classrooms and teaching labs: 15 minutes
• Acknowledgement of voicemail or fax: 4 working hours
• Acknowledgement of email: 24 working hours
• Desk-side response (if necessary): 2 working days to 3 weeks
Commitment to realistic timeline for resolutions
• All emergency or high priority tickets should have appointment or task set on your calendar
• Document all changes in priority
• Don't put it off just because you don't feel like doing it, or you aren't sure how to proceed
Increase communication tools and disseminate information to the college
• Types of information
-- Available resources
-- Web page
-- Other tools we may develop
-- Ongoing projects
-- Product information & pricing for recommended products
-- Common problems and solutions
-- Login problems
-- Tip sheets
Personalize our support service
• Leave business cards
• Build rapport with clients
-- Introduce yourself
-- Periodic check-ins
-- If you're in the area, drop by
• Be understanding, personable and professional