IT Service Center Support
The IT Service Center Support service provides a centralized point of contact for reporting incidents (when services are unavailable or malfunctioning) and routine requests for services.
The ITS Service Center provides support for the following:
All ITS Services
Current versions of Windows and Mac operating systems
All standard Furman software
Support for other operating systems, applications, services, and environments are provided on a "best effort" basis.
Students, faculty and staff are eligible for this service.
Contact the IT Service Center (864.294.3277 or service.center@furman.edu) or visit the IT Service Center in the Lower Level of the Library.
IT Service Center Support is generally available during the following hours during fall and spring semesters:
Mon – Thur: 8:00 a.m. through 11:00 p.m.
Fri: 8:00 a.m. through 6:00 p.m.
Sat: 12:00 p.m. through 5:00 p.m.
Sun: 12:00 p.m. through 11:00 p.m.
Summer hours are as follows:
Mon – Fri: 8:00 a.m. through 5:00 p.m.
Sat – Sun: 1:00 p.m. through 5:00 p.m.
The IT Service Center is closed during University holidays. Detailed hours of operation can be found at http://its.furman.edu
There are no charges for this service.
IT Service Center
Provide 1st level investigation and diagnosis of reported incidents
Escalate incidents that cannot be resolved with IT Service Center capabilities
Maintain records of reported incidents and service requests and categorize these for historical retrieval
Communicate incident and request status to others
Document and close incidents when they are resolved
Monitor call queues to ensure incidents and requests are handled in a timely manner
Conduct customer satisfaction call-backs or surveys to assess quality of provided services.
Plan, install, configure and test call management software to manage calls to the IT Service Center
Maintain adequate levels of staff skills to meet Service Center goals and objectives
Recruit and train part-time student staff
Monitor and manage call queues to ensure calls are handled in a timely manner
Integrate knowledge management databases and repositories for call agent access
Provide documentation for faculty, staff and students for the self-help knowledgebase
Be eligible for service
Contact on all calls within one business day
Personal contact on all critical and urgent issues within 4 hours
Immediate escalation and notification on all calls that cannot be resolved at the IT Service Center
TechQual survey within minimum expectations
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