5.1: Customer Service
Customer Service Other Information:
A help desk is an information and assistance resource that troubleshoots problems with computers and similar products. The
OCIO provides help desk support to OPIC users via telephone, and/or e-mail. The OPIC help desk performs several functions.
It provides the users a central point to receive help on various computer issues. The help desk manages its requests via the
HEAT help desk software, which includes a trouble ticket tracking system. The OCIO is also implementing procedures to use
the help desk software to find, analyze, and eliminate common problems and trends in OPIC’s computing environment. This gives
the help desk the ability to monitor the OPIC user environment for issues from technical problems to user preferences and
satisfaction. This information is valuable in planning and preparation for other IT programs. The OCIO is in the process of
upgrading the HEAT trouble ticket system to the latest release of the HEAT software. This upgrade will provide the OCIO with
a more robust reporting capability with the ability to track the level of service provided by the help desk and better identify
user and technology trends.
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