Complaint Resolution Process
Active since: October 2005
Purpose
To provide a procedure to facilitate the completion of OIT Help Desk requests that the requestor believes has remained unresolved for an extended period of time. This procedure will not be used to bypass the normal OIT Help Desk process.
Procedure
- When a request is made to the OIT Help Desk, the Help Desk
representative will give the requestor an expected response time.
If the response time cannot be immediately provided, a subsequent
e-mail to the requestor will include this date.
- If there has been no resolution of the request within the
expected response time, the requestor should notify the Help Desk
that their request remains outstanding. The Help Desk
Representative will note this in the on-line Help Desk ticket and
forward a copy to the appropriate OIT Manager and the Help Desk
supervisor.
- If after two additional days there is still no resolution,
the Requestor should directly contact the Helpdesk Supervisor,
Vincent Thompson, at 439-4492 or email
thompsov@etsu.edu
.
- If problems remain unresolved, notify the Assistant Vice President and Chief Information Officer, Mark Bragg, at 439-4137 or bragg@etsu.edu .