III. Computing Support Center
As the first level of support for IRM services, all calls for information or assistance are logged, monitored and routed by the IRM Help Desk. The Help Desk is available 24x7. All logged calls are assigned a ticket number for tracking purposes. It is IRM’s intent to resolve as many calls as possible at the Help Desk level of support. When other resources are required, Help Desk staff will route the call to the appropriate IRM staff for resolution.
Logged calls are given priorities based on the severity of the problem and the scope of its impact on the user community. Users are given the ticket numbers for any unresolved issues to facilitate further inquiries. For calls having top priority, responsible IRM staff will be contacted immediately to begin resolution. Once resolved, descriptions of the resolutions become a permanent part of the knowledge base employed by Help Desk staff as a reference for all future calls.
