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: Sadig Gulaghayev
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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