Unit Services
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Unit Services, a unit of
Consulting and Support Services, Information Technology Services, provides
customer assistance and call center services to students, faculty, and staff.
Questions concerning billing, ITS services, and budget changes are handled by
Customer Support, while directory assistance and call handling services are
provided by the Call Center.
The ITS Consultants (formerly
CAs) are available to assist Penn State's colleges, departments and campuses
in reviewing their use of ITS services. Each Consultant is responsible
for specific Penn State areas. The ITS
Consultant group is organized into individual teams led by a Lead Consultant
(see table below). This allows team members to have a better understanding
of each others assigned areas and simplifies backup responsibilities because
team members serve as backup to each other.
Customer Support provides assistance to the University community, answering
questions concerning a wide range of services provided by Information
Technology Services. The group provides information on work order processing,
billing issues, and other general information. Customer Support works
in conjunction with the ITS Consultants to provide beginning to end customer
service through the technology consulting and acquisition process to final
billing for the service.
The Call Center provides directory assistance and call handling
services to the students, faculty, and staff of Penn State University. Audio
Conferencing, Message Service, and Operator Assistance are just a few services
provided by the Call Center. The Call Center will also customize a service via
the "CHAMPS" program to meet your office support needs.
Administrative Support
Administrative Support within Consulting and Support Services is the interface
between the ITS Consultants and Customer Support. Our role is
to provide administrative support to the ITS Consultants and the
university community for services offered within ITS, we assess
user needs and refer when necessary. the group accurately processes
all customer work orders (formerly TSR's) and is a liaison with
other ITS units and vendors for completion of services in a timely
manner. The group can be reached at cssg@css.its.psu.edu |
