Technical Support Center

Technical Support Center(TSC) Overview

The Technical Support Center provides first contact into the Information Technology department for providing technical support assistance to DeVry students, faculty, and staff. The IT staff supports DeVry owned/leased and licensed desktop and laptop computers, Internet and software applications, e-mail services, audio/visual equipment and peripheral devices such as printers and scanners.

Mission Statement

Our mission is to provide quality technical support to students, faculty, and staff in a timely and professional manner.

Technical Support Center Services

  • Answer and log phone calls, e-mails, and walk-up requests and resolve user issues or escalate to the appropriate IT staff in a timely manner.
  • Manage first, second, and third level technical support requests.
  • Provide training for student workers and IT staff concerning TSC procedures and operations.
  • Direct staff, faculty, and students to training information on DeVry supported software applications and hardware peripherals.
  • Develop and distribute customer and IT staff surveys to measure quality of service.
  • Develop resources to support active and self-directed learning.
  • Proactively look for effective ways to improve technical support operations and services.
  • Send notifications of planned downtime and outages, coming events, and problem statuses.

Problem Management Procedures

The problem management procedures outline the workflows and accountabilities related to managing resolution of a problem. These procedures will ensure the IT Staff is aware of any problems affecting the campus environment and that prompt and timely action is taken to resolve the issue. Also, to provide a means for allocating appropriate resources to ensure maximum systems availability and user computing services. The Technical Support Center procedures are to be used to document and manage the resolution of any problem affecting the operational production environment.

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