| The ITS Customer Support Center
provides Help Desk Customer
Support Representatives (CSRs), and Order
Writers. CSRs
provide 24 x 7 customer support and
provide our first line of communication and
support for our customers.
CSRs dispatch
service requests and work orders. They monitor
and update progress reports,
maintain customer contacts, and escalate
service requests as needed.
Problem
or request tickets may be entered by phone,
through our Submit
a Problem
web page, or a live-chat session.
Problem information
and resolutions are documented in the Remedy
Action Request System. Orders may be entered
by email and are documented in the ARIES system.
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