IT sets up TSC for user support

IT
sets up TSC for user support

Information
Technology has deployed a new service, the Technical Support
Center (TSC), to better serve computer users in the Rice
community. The TSC’s mission is to provide a point
of contact that is always available from 9 a.m. to 5 p.m.
Monday through Friday. Users can call the TSC at 713-348-HELP
(4357).

The Technical
Support Center does not replace the way that users contact
their divisional support staff. Rather, it is an additional
venue for starting a dialogue with Information Technology.
The TSC can field help requests from users who don’t
know whom they need to speak with in the IT department or
who cannot reach the person who usually helps them. The
TSC can then make certain that request goes to the appropriate
person. The TSC can also provide status updates of requests
users have already logged.

The Technical
Support Center’s initial goals fall within two categories:
internal and external. Externally, the TSC strives to improve
Information Technology’s availability and responsiveness.
Internally, it will help IT measure and analyze the help
request traffic into and out of the department. Ultimately,
it is hoped the TSC will allow Information Technology to
improve its interactions with its user community.

Find out more
at Information Technology’s Web site, <www.rice.edu/IT/>.