ITS Customer Support

The Point of ITS: Customer Focus, Customer Support

Day-to-day support
Day-to-day support for all SCA and partner organization employees is provided through a centralized Service Desk, a single point of contact that can be reached by phone, web, or email. The Service Desk specialist creates a service ticket for every customer service request that will track every request from beginning to solution. He or she will also diagnose the level of service needed and begin the appropriate response in coordination with the Technical Support Division, which has specialists in place at agency offices throughout the country:

In some cases, the problem can be fixed over the phone or remotely.

Other problems will require a Technical Support team member to contact the customer and arrange a site visit to fix the problem. TS specialists are based throughout the country and able to reach all customers among SCA offices, no matter where they are located.

Self-Help Option
The Magic Self-Help Service Desk (MSSD) is a new tool that allows a customer to begin the service-ticket process at any time and from almost any location. The next available specialist will contact the customer.

Anticipating Customer Needs
The Service Desk tracking system also builds a database of vital IT support statistics: what kinds of problems occur, what kinds of service is needed, how much time and effort is required. As the database grows, we can see trends develop that help us improve service, product selection, and overall system enhancements. We can also work with the agencies to fine-tune the levels and types of service they require.

http://www.ocio.usda.gov/its/cu_support.html