Name: CIT Help Desk e-mail support

Brief description: E-mail support for clients needing assistance or information is  provided. Professional staff examine the e-mail queue each workday, and attempt to resolve questions immediately, and, if that is not possible, to refer the queries most appropriately and track them until resolution is obtained for the customer.

Applicable charges: None

Eligible customers: Faculty, students, and staff

Hours of service or availability: This service can be used by the customer whenever e-mail is available and delivered.  Professional staff attend to the e-mail queue during weekday University office hours.

Location: The service is available to the customer from the network-connected computer nearest to the customer's current location anywhere in the world.

Requests for service and problem reports go to: helpdesk@princeton.edu (several other legacy addresses also still apply).

Compliments or complaints may be addressed to: Manager, CIT Help Desk.

Performance standards: Customers will receive e-mail back from the Help Desk by the end of the next business day with a solution or update on the status of the question or query. Most customers receive return mail the same day to acknowledge the submission (99%+ success).

CIT will: Schedule professional staff to examine the Help Desk e-mail queue each day.

Track each query or problem report using the Apriori tracking and knowledge base system.

Provide prompt acknowledgment for each submission.

Augment the Apriori knowledge base with appropriate new documents, as customer queries indicate the need.

Measures of success:

CIT meets the customer's expectation of service response time.

Regularly report the number and types of inquiries.

Goals for service improvement: Reduce response time interval.

Distribute responsibility for answering queries among a larger group of consultants.

Improve resolution time for problems passed to other groups within CIT.

FTEs: FTE: 2.3  *; Student FTE: 0.2

CIT staff members responsible: Two CIT Help Desk professional staff members

Keywords: cithelp, info