The Service Desk plays an important role in customer support. It not only handles incidents, problems and changes via email, telephone support or routing and escalation to other support areas; it provides customers with a central point of contact to the Office of Information Technology (OIT) department.
The Service Desk supports a wide range of customers. These include our students, faculty, staff and individuals outside the college – prospective students, visitors, contractors, etc. To provide the best service, the Service Desk offers multiple channels of communication – via email, telephone, web request forms, chat functionality and customer portal.
The Georgia Perimeter College (GPC) Service Desk operates to provide a high quality of service and technical support to our customers. Mapping to the college wide goals of:
Effectively using industry standards and tools to provide problem determination and resolution to our customers. (Quality Service)
Working closely with other OIT functional areas in determining the most effective and efficient solutions for technical issues identified by our customers, and communicating information promptly and clearly. (Continuous Improvement)
The GPC Service Desk vision is to achieve world class customer service and superior technology support by becoming the GPC Service Provider of choice.
To help our customers make the best use of technology in the support of the College and to provide leadership in technical support for the GPC community. We will provide TLC: Technical Leadership for our Customers by providing a central, single point of contact for their technology-related questions and problems.
Upcoming Major Projects
SLAs (Service Level Agreements) – currently developing service levels for the common requests received by the Service Desk. Service Levels will include due dates, notifications and expirations.
Service Desk Team
Service Desk Manager
Service Desk Analysts
Service Desk Technician (II)
Service Desk Technicians (I)