December 17, 2001 [Number 221]     Printable version (379k PDF)

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CIT Adds New Web-Based Customer Support Service—IT Help Is Available 24 x 7

Now you can take advantage of CIT’s new online service and have expert IT help at your fingertips 24 hours a day. When it’s after hours and you need IT customer support, you now have a place to go for answers. Maybe you want to change your password, or you have a question about your Parachute account, or you want to know how to change your desktop telephone service. In the past you had to wait until the next business day to get help. Not anymore. CIT’s Technical Assistance and Support Center (TASC) has developed a powerful, new, online self-help service that users can access any time via the Customer Support Web site.

The new Customer Support online service not only provides answers to basic IT questions using the CIT Knowledge Base, it also displays up-to-the-minute IT news and frequently-asked questions (FAQs). If none of these options provides the solution you need, you may submit an electronic "help" request ticket. (Customers can also submit tickets via the Web interface when TASC is open.) TASC will respond to all electronic requests the next business day. The new site even lets you review the status of your existing service calls online.

CIT’s new EMERGENCY after-hours live telephone support service made its debut November 1. The new service is staffed from 6:00 P.M. to 7:00 A.M. and is intended for emergencies only. A call to the TASC help-line extension, GOCIT or (301) 594-6248, will give users the option of leaving a voice message for non-emergency issues, or speaking with the emergency on-call technician. If you leave a message, TASC will contact you the next business day. Note: TASC will be closed on December 24, December 25 and January 1, and will not offer live support on these days. The TASC holiday schedule appears in another article, "NIH Computer Center—Holiday Service Schedule," and on the new Customer Support Web site.

These innovations—which will speed delivery of problem solving resources to those who need it—are part of CIT’s continuous efforts to improve support to its customers.