Standard Service Desk

Essential

Description: Provides in-depth technical support for incidents and service requests for CSE-IT supported departments.

Full Documentation: Standard Service Desk

Included:

• Handles specialized and/or CSE-IT-specific incidents or service requests involving CSE-IT supported departments.
• Relays and escalates issues to/from OIT.
• Monitors problems, manages communication, and advocates for solutions on customer’s behalf.
• Receives or performs problem escalations to/from OIT@UMN.
• Manages device check-out.

Not Included:

• First point of contact services, whether through OIT or CSE-IT. Supplemental Service Desk service.
• Remote and on-site support is provided by other CSE-IT service.