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Complaint Resolution Process pdf version of this page

an Information Technology Services Policy

Purpose

To provide a procedure to facilitate the completion of Information Technology Services (ITS) Help Desk requests that the requester believes have remained unresolved for an extended period of time. This procedure will not be used to bypass the normal ITS Help Desk process.

Procedure

  1. When a request is made to the ITS Help Desk, the Help Desk representative will give the requester an expected response time. If the response time cannot be immediately provided, a subsequent email to the requester will include this date.
  2. If there has been no resolution of the request within the expected response time, the requester should notify the Help Desk that their request remains outstanding. The Help Desk Representative will note this in the online Help Desk ticket and forward a copy to the appropriate ITS Manager or Director and the Help Desk supervisor.
  3. If after two additional days there is still no resolution, the Requester should directly contact the Help Desk Supervisor at 439-8611.
  4. If problems remain unresolved, notify the Chief Information Officer and Senior Vice Provost for Information Technology Services at 439-6809.

Approved:  Information Technology Governance Council
Reviewed: November 2015
Active Since:  October 2005

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