Office of Technology Services | About OTS |

Service Desk

The Office of Technology (OTS) Service Desk team is focused on enhancing and expanding existing OTS-provided technology services to the Lone Star College System. This team oversees two call centers, a 24/7/365 technology Service Desk, and a Financial Aid Call Center.

Faculty, staff and students can access the Service Desk multiple ways:

The Service Desk is also centralized, reporting to the CIO on strategic matters and the AVC of Campus Services on tactical matters, with team members primarily housed at the call center and one Service Desk technician housed at each campus.

Availability

24/7/365 Support

The Office of Technology Services Service Desk provides Lone Star College with 24/7/365 technology support and services. As such, the department is staffed for this model and uses a number of systems and tools to deliver 24/7/365 support.

On-Call

Key OTS team members are assigned on-call duty and compensated accordingly.

Escalation Procedures

Timely communications are key to 24/7/365 support, so OTS uses internal escalation procedures to ensure that problems are immediately addressed once identified. Technical staff is contacted first but if they are non-responsive, the automated call system notifies their supervisor and then that supervisor

Alert Monitoring

All mission-critical systems, and many secondary systems, utilize automated alert monitoring tools to notify on-call team members of system failures. Per internal escalation procedures, additional team members may also be notified if not responded to within the service level agreement (SLA).

Automated On-Call System

In addition to alert monitoring, OTS uses an automated on-call system to ensure key team members are notified of system problems in order to respond to them.

Work Order Tracking

A hosted ticketing system service is used by OTS to enter and track customer requests. In addition to self-help tools and the ability to submit requests online, the web-based interface also allows faculty, staff and students to text or chat with an OTS Service Desk technician.

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