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Customer Services
The customer service team supports GCCISD staff and Campus Technology Specialists (CTS’) by providing a centralized resource for requesting service and ensuring superior customer satisfaction. TMS’ customer service staff is highly specialized and trained to expedite and ensure problem resolution. In addition to providing phone support and remote desktop management, staff analyze service requests, conduct detailed problem analysis, and make appropriate assignments – all geared toward exceeding customer expectations. Primary services include:

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Assess priority designations and assure accuracy.
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Track work order requests to closure and ensure customer satisfaction. As time permits, contact requesters to assure the service performed met or exceeded their expectations.
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Monitor service request response time, and priority designation.
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Implement initiatives for overall technology service improvement.
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Monitor TMS workflow activity by preparing reports for overdue work orders and time accountability.
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Provide remote access support to technicians and Campus Technology Specialists.
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Escalate customer issues to management.
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Define and maintain TMS processes and store in an information portal.
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Research software and network issues with technical TMS staff.
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Support TMS employees.
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Create work orders when needed.
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Back up Technology Access Coordinator/Network Managers.
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Reset network passwords and e-mail accounts.
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Monitor Internet websites and run content filtering reports.    

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