About Us
About this page
This page provides information about the mission, goals, objectives, values and levels of service of the SJSU Help Desk.
Our Phone, Location and E-Mail
Our Mission Statement
Our historical mission is the San Jose Staté University Help Desk is the first point of contact for service and support at San Jose State University and to help students achieve their academic goals using technology.
Our Goal
To provide quality service to the SJSU Faculty, Staff and Students through problem recording, tracking, ownership and resolution to increase customers’ productivity and success. Furthermore, the University Help Desk team is dedicated to fostering an environment which encourages self-reliance and the use of available technology and to provide informational resources that track, resolve, and offer solutions to IT issues.
Our Objectives
- Offer support through multiple service channels.
- Increase our "first contact" resolution rate.
- Provide and maintain a working environment that is conducive to creating a positive experience for our customers.
- Continuously improve our skills, service, and equipment.
- Improve our customer communication and workflow process.
- Publish reports on technology resource use.
Our Values
Commitment to delighting our customers anytime, all the time by:
- Being dependable, responsive, proactive and professional.
- Taking ownership of the problem at hand.
- Adding value at every opportunity in the delivery of our solution.
- Constantly seeking opportunities to enhance our customers' experience.
Our Service Level Standards
- Answer all calls to 408.924.2377 or X42377 when delivered such that "in-queue" time does not exceed 60 seconds during normal business hours 95% of the time.
- Return all Voice Mail calls within an hour during business hours.
- Maintain a "call abandoned" rate of 5% or lower.
- Route calls, with appropriate information, to the other IT service provider groups at SJSU.
- Maintain ownership of a problem or case until it is either resolved or routed to a party able to make resolution.
- Escalate a case to the appropriate Managers when the service level time-frame has been exceeded.
- Publish monthly reports on our customer resources usage.
Need more information?
If you did not find what you are looking for on this site the SJSU Help Desk can help you.
Missing Links, Errors and Broken Links?
We try to keep this and every page in our Website up to date. If you know of a resource we are not listing, find an error and/or a broken link we apologize. Please let us know about the error so we can fix it. It would be most helpful if you could copy the URL of the page with the missing resource, error or broken link, and provide information about where the error or the broken link is in the page. Please do one of the following:
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