Description

The Support Center acts as the first point of contact for the majority of customer support needs. It also implements and manages effective tracking systems and tools. The responsibilities of the Support Center are to respond to and resolve all desktop and laptop issues and provide the first level of support of printing issues; act as the central point for user account and access management; deliver new and replacement desktop computers in time to meet customer needs; effectively manage City desktop, laptop and server systems with robust, down-the-wire administration and deployment tools; and engineer, implement, and maintain the systems and tools needed for tracking service requests and computing assets.

Goals

The SupportCenterprogram supports the City goal to deliver efficient, effective, and accountable municipal services, as well as the OMF goal to maximize the cost-effective use of technology by resolving the majority of office computing support requests the same day reported. 

Performance

The performance measures of theSupportCenterprogram focus on responsiveness in resolving support issues reported to the HelpDesk and the overall effectiveness and efficiency ofSupportCenterstaff.