Customer Roles

The aim of this document is to highlight the various roles and responsibilities associated with being a customer of DoIT Departmental Support.

Benefits of being a customer of DoIT Departmental Support.

DoIT provides:

  • Experience in enterprise level support for machines, customers, and IT infrastructure
  • Full time staff who are dedicated to IT support and the University’s mission
  • High customer satisfaction ratings
  • Partnership with HelpDesk Level 2 for both remote and field response to help desk tickets
  • Deep institutional knowledge of campus IT
  • Connection to campus partners and internal teams for proper routing of escalated help desk tickets
  • At the forefront of technology trends and advancements

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End User Definition

An end user is a customer of our services. An end user can contact DoIT for support, but would be encouraged to use their primary contact to funnel help desk tickets.

  • Communicate with DoIT when there is an individual, localized, or emergency issue
  • Reports large-scale technical issues to primary contact
  • End-user is always responsible for one-on-one communication with DoIT for effective troubleshooting and scheduling. (Departmental assistants should not be used as a messengers)
  • Coordinates with primary contact on purchasing requests
  • Responsible for understanding software usage specific to their role or department
  • Any individual who submits a helpdesk ticket is responsible for a timely response to DoIT technicians. If a ticket becomes inactive due to a lack of response, the ticket will be closed within a 2-week time period.

Primary Contact Definition

A Primary Contact holds a role that interacts with all users in their department and is comfortable with technology (but not required.) This role acts as a point person between their department and DoIT for department wide issues.

  • Disseminates communications from DoIT out to end-users
  • Communicates department-wide issues to DoIT (eliminating high-volume of help desk tickets for common issues)
  • Holds baseline understanding of technical needs for department
  • Initiates shared drive and permissions access requests for end-users
  • Coordinates with DoIT on technical projects
  • Primary purchaser / authorizer of purchases
  • Holds better understanding of DoIT support structure on behalf of their department
  • Any individual who submits a helpdesk ticket is responsible for a timely response to DoIT technicians. If a ticket becomes inactive due to a lack of response, the ticket will be closed within a 2-week time period.

IT Liaison Definition

This position will replicate the primary contact role, but this position will have more in-depth knowledge of IT.

  • Disseminates communications from DoIT out to end-users
  • Communicates department-wide issues to DoIT (eliminating high-volume of help desk tickets for common issues)
  • Holds baseline understanding of technical needs for department
  • Initiates shared drive and permissions access requests for end-users
  • Coordinates with DoIT on technical projects
  • Primary purchaser / authorizer of purchases
  • Holds better understanding of DoIT support structure on behalf of their department
  • Any individual who submits a helpdesk ticket is responsible for a timely response to DoIT technicians. If a ticket becomes inactive due to a lack of response, the ticket will be closed within a 2-week time period.
  • Responsible for understanding software/hardware usage specific to their department and how to install and configure it

Stakeholder/Leadership Definition

Stakeholders or members of leadership are decision makers and assist with approvals of software requests, project requests, administrative account requests, etc.

  • Makes large scale purchasing decisions
  • Has high-level discussions with DoIT leadership
  • Approves local administrator requests
  • Initiates project requests for technology

Contract Holder Definition

Contract Holders are individuals who sign the contract and often times can be the point of reference for end-users (all mentioned above)

  • Negotiates contract between department and DoIT
  • Signs contract and MOU with DoIT
  • Has high-level discussions with DoIT leadership
  • Enforces contractual obligations to their end-users on behalf of DoIT