Complaint Resolution Process

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

1. 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.

2. 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.

3. 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.

4. If problems remain unresolved, notify the Assistant Vice President and Chief Information Officer, Mark Bragg, at 439-4137 or bragg@etsu.edu.

Office of Information Technology
Campus Box 70558
Room 308, Burgin Dossett Hall
East Tennessee State University
Johnson City, TN 37614
Help desk: 423-439-4648
fax: 423-439-5770