The LSU ITS Service Desk provides excellent, direct customer IT support and solutions to the University campus community as we work toward meeting the University’s operational, academic and research needs and advancing its strategic goals.
Commitment to Service Excellence
Quality matters. Our customers' experiences matter. Our processes should be transparent and communications open and frequent.
Service Desk employees should think of themselves as ambassadors representing both LSU and the ITS organization. We are a team, and ee succeed or fail as one. Since we are the first and sometimes the only experience of ITS for the majority of our customers, it is vital that our customers’ experiences with us be overwhelmingly positive.
Employees should demonstrate Gold Standard Customer Service objectives:
- We present ourselves as friendly, competent, and invested in the customer’s success. We are all service professionals.
- We are building a relationship. We want our customers to talk about what a great experience s/he had and to ask for us by name for future needs.
- Transparency is required in order to build trust. We will be consistent in our efforts to explain processes and decisions. We will be honest about potential workarounds and make sure we present a complete picture to our customers.
- No case or inquiry is too small to be handled properly and professionally.