When technical support is needed, please contact the OTS Service Desk directly. We are available 24 hours a day, 7 days a week, 365 days a year and we're happy to help.
The Office of Technology Services (OTS) Service Desk team is the first point of contact for all inquiries to the OTS department. Contact our Service Desk to request any technology service, or if you have an immediate problem. If the Service Desk team cannot answer your query, or provide you with the information that you require, they will refer the matter to another team member with the relevant expertise or responsibility.
The Service Desk is 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.
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.
Key OTS team members are assigned on-call duty and compensated accordingly.
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.
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 agent.