Technology Management Systems Organizational Charter

TMS Customer Support Services

Help Desk Documents

Training Documents

•  Provide the first line of support to Goose Creek users and Campus Technology Specialists.
   
• Support the TMS Customer Support Services Phone Line
   
• Expedite and ensure TMS problem resolution
   
• Analyze service requests, conduct detailed problem analysis, and make appropriate assignments.
   
• Report all workstation software / hardware problems
   
• File all technology complaints / suggestions
    
• Report viruses
   
• Track service requests to closure and ensure customer satisfaction.
   
• Monitor service request response time, priority designation, cause, and resolution.
   
• Implement initiatives for overall technology service improvement.
   
• Monitor TMS workflow activity.
   
• Escalate customer issues to management.
   
• Develop resource and service management software applications.
   
• Define and maintain TMS processes.
   
• Coordinate schedule and status of current assignments of part-time staff including ongoing training and support.
   
• Back up Technology Procurement Coordinator  
•     Access to locked cabinet 

•     Scheduling deliveries with Central Receiving

• Research software and network issues with technical TMS staff.
   
• Support TMS employees  
•     Paging / finding employees 

•     Taking messages / sending emails 

•     Creating SR’s

• Back up Technology Access Coordinator 
•     Changing e-mail accounts 

•           Troubleshooting e-mail accounts 

•            Resetting passwords or looking up User ID

•      Monitor Internet websites and run content filtering reports.

•      Provide administrative desktop training and CTS training.

Administrative Training and CTS Coordination

Teri Rhodes

trhodes@gccisd.net

Customer Service and Remote Desktop Management

Jim Woods

jawoods@gccisd.net

IT Direct - Click on the link below to enter a work order

http://www.myschoolbuilding.com/myschoolbuilding/myorganization.asp

Organization Account Number

487368126

Submittal Password: gccisd