Lawrence Tech - Help Desk Mission

Mission Statement

Provide first contact for students, faculty, and staff to assist them in resolving problems with software, network connectivity issues, laptop issues and problems.
To assist our customers in making the best use of technology in support of their business function.
To maintain, track and control the University’s laptop equipment by creating and maintaining inventory procedures.

Objectives

To resolve basic problems, not symptoms, through carefully interviewing customers.
To be proactive, by seeking to prevent problems through instruction, training and resolution.
To treat our customers with courtesy and professionalism.
To escalate issues beyond the scope of Tier I level support (e.g., hardware failure, etc.) and respond to customers within a designated timeframe with resolution/outcome.
To work to ensure our top priority is to minimize customer downtime.
To keep our mission alive and changing as our organization develops and grows.