CSDS Staff

Customer Service Center

http://www.itap.purdue.edu/help/

Whether you email or call, our Tier 1 - Customer Service Center is your first point of contact with CSDS.

  • target first call resolution 80% of the time
  • remote assistance

Clerical Staff

Clerical staff manage the day to day business of CSDS.

  • order all business related computer hardware and software on behalf of supported departments
  • software license compliance
  • asset management

Desktop Services Teams

There are four Desktop Services teams to meet your IT needs.

Tier 2 Support

Manager: Larry Mitchell
The Tier 2 Operations customer service oriented team will respond to incidents escalated by the customer service center.

  • software, hardware and network issues
  • remote assistance
  • on-site visit
  • hardware requests

Tier 3 Operations

Manager: Brian Berndt
The Tier 3 Operations team provides a stable and secure computing environment for our customers.

  • resolve escalated issues
  • manage day-to-day aspects of
    • file services
    • anti-virus protection
    • Active Directory
    • virtual desktop infrastructure
  • script automated solutions
  • automated software builds and deployment

CSDS Relationship Management

Manager: Deanna Shafer-Rater
CSDS Relationship Managers work with their assigned areas to better understand business need, suggest viable alternatives, explain any additional support costs that may apply, and provide guidance on submitting a business case justification for requests outside of the standard support model.

  • support for non-standard devices
  • equipment lifecycle replacement
  • customer metrics and reports

Projects and Process

Manager: Scott Trimble
As departments engage new technologies for their business, the project teams will collaborate with you and your vendor to ensure new systems integrate in our environment.

  • change management
  • service level agreements
  • automated software builds and deployment

Director - Deanna Shafer-Rater; deannar@purdue.edu 

Purdue University, 610 Purdue Mall, West Lafayette, IN 47907, (765) 494-4600

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