Scale New Heights
IT Customer Service Center
Cooperative Services Desktop Support (CSDS)
IT Customer Service Center
ITS Customer Service Center

IT@ITS Customer Service Center

The primary goal of the IT@ITS Customer Service Center is to serve as the first point of contact for students, faculty, staff and others seeking assistance with IT@ITS Services. The staff at the IT@ITS Customer Service Center will work to resolve your issue upon first contact. In the event we are unable to resolve your issue, we will escalate and/or redirect you to the appropriate support service. The mission of the IT@ITS Customer Service Center is to provide the ITS community with quality solutions to issues involving IT@ITS resources through teamwork and collaboration with our campus IT partners.

Contact or Visit Us

For Engineering Campus: - 

Complaint Management System portal: -

For Staff & Faculty :- http://engg.its-group.in/open.php

For Students :- https://www.icloudemserp.com/corecampus/index.php

Connect with our technical expert team :- itsupport.engg@its.edu.in  and  sysadmin.engg@its.edu.in

Speak to our technical expert team:- 7840094639

For Dental Campus: - 

Complaint Management System portal: -

For Staff & Faculty :- http://dental-gn.its-group.in/

For Students :-  https://itsdentalcollegegn.com 

Connect with our technical expert team :- itsupport.dntl.gn@its.edu.in and  sysadmin.dntl.gn@its.edu.in

Speak to our technical expert team- 7840001491

For both Campuses common Email: - itsupport.gn@its.edu.in

Our walk-up help desk is located on the Ground floor (IT Cell).

Hours of Operation

The IT@ITS Customer Service Center is available by phone and by CMS portal or email at working day, 6 days a week*

Monday to Saturday
9:00am - 6:00pm

Cooperative Services Desktop Support (CSDS)
Corporative Service Desktop Support at ITS

Cooperative Services - Desktop Support (CSDS)

IT@ITS established Cooperative Services Desktop Support (CSDS) in 2011, combining six existing desktop support members with the IT@ITS Customer Service Center to provide faculty, students and staff with a professional technical support center and stable computing environment.

CSDS strives for the highest quality service, with a targeted first-call resolution 80 percent of the time. Equipment and software are installed, managed and upgraded using best practices to deliver stable, secure computing solutions.

As new business needs are identified beyond the standard support model, CSDS Service Managers work with their assigned areas to better understand business need, suggest viable alternatives, explain any additional support costs that may apply, and provide guidance on submitting a business case justification for requests outside of the standard support model.

 

Agreements & Standards

CSDS has compiled a list of hardware standards that should be used as guidance for any departmental inquiries on these subjects. 

The CSDS Team

Customer Service Center

Whether you email, CMS or call, our Tier 1 - Customer Service Center is your first point of contact with CSDS.

·  Target first call resolution 80% of the time

·  Remote assistance

Clerical Staff

Clerical staff manage the day to day business of CSDS.

·  Order all business-related Computer Hardware and Software on behalf of supported departments

·  Software license compliance

·  Asset Management

Desktop Services Teams (Support)

The Tier 2 Operations customer service-oriented team will respond to incidents escalated by the customer service center.

·  Software, Hardware and Network issues

·  Remote assistance

·  On-site visit

·  Hardware requests

 

Operations

 The Tier 3 Operations team provides a stable and secure computing environment for our customers. As departments engage new technologies for their business, we will collaborate with you and your vendor to ensure new systems integrate in our environment.

·  Resolve escalated issues

·  Manage day-to-day aspects of

. File services

. Anti-Virus protection

. Active Directory

. Virtual desktop infrastructure

·  Script automated solutions

·  Automated Software builds and deployment

·  Change management

·  Service level Agreements

Relationship Management

Relationship Managers work with their assigned areas to better understand business need, suggest viable alternatives, explain any additional support costs that may apply, and provide guidance on submitting a business case justification for requests outside of the standard support model.

·  Support for non-standard devices

·  Equipment life cycle replacement

·  Customer metrics and reports