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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:

  • Provide the first line of support to Goose Creek users and Campus Technology Specialists:
    • Support the Technology Customer Support Services Phone Line
    • Expedite and ensure Technology problem resolution
    • Reset network passwords and e-mail accounts
    • Assign multiple apps to district issued iPads
  • Analyze service requests, conduct detailed problem analysis, and make appropriate assignments.
  • Analyze service requests to assess priority designations and assure accuracy and effciency.
  • Track work order requests to closure and ensure customer satisfaction.
  • Monitor service request response time, and priority designation.
  • Implement initiatives for overall technology service improvement.
  • Monitor Technology workflow activity by preparing reports for overdue work orders and time accountability.
  • Provide technology support to the staff, students, and parents of Goose Creek.
  • Escalate customer issues to management.
  • Define and maintain Technology processes and procedures.
  • Research software and network issues with technical Technology staff.
  • Create work orders when needed.
  • Monitor daily centralized backups to ensure nightly backs worked successfully.
  • Enter and maintain all technology equipment in the district inventory database.
  • Process inventory removals and remove from inventory database.
  • Coordinate pickup of removal items with the technology recycling company.
  • Coordinate/Oversee the iPad repair process.