About Us

The Computing Services Desktop Support Program Model focuses on assigning consultants to workgroups as opposed to workstations. The aim of the model is to allow DSP to address concerns and better meet the needs of its existing client base. Clients feel that their consultants are very accessible, respond timely, consultants are aware of critical business functions, and have a great communication channel with their customers.

The model solves the customer needs by providing a proactive, standardized computing support environment and assigning a dedicated consultant to each DSP customer. By developing standardization in correlation to directives from Computing Services, we aligned our services with that of the division, allowing escalation of issues to experts in specific areas. Assigning consultants to workgroups has allowed the consultants to form close relationships with the departmental management and staff. Those relationships have provided better communication, trust, and valuable feedback to improve both the Desktop Support Program and the customers’ computing environment.

Customer feedback has shown the success of the program with its customers. Some key areas to the program include improved consultant schedules, better call-handling systems, a detailed call tracking and monitoring system, team-based support and education, and strategic technical management—specifically computer upgrade and replacement programs and project management.