Service Delivery Unit
The mission of the York College IT Help Desk is to provide exceptional customer service in handling service requests, information inquiries, systems use assistance, troubleshooting, problem escalation and resolution, and client advocacy.
- Provide a professional customer service experience and client satisfaction in all cases
- Identify and recommend operational improvements to enhance client experience in accessing support services and improve time to resolution
- Identify areas of recurring problems for corrective action and problem avoidance
- Escalate problems appropriately to minimize time to resolution
- Advocate on behalf of clients for improvements to systems, services, and procedures that will enhance the College’s Technology environment.