IT@ITS Customer Service Center
The primary goal of the IT@ITS Customer Service Center is to serve as the first point of contact for students, faculty, staff and others seeking assistance with IT@ITS Services. The staff at the IT@ITS Customer Service Center will work to resolve your issue upon first contact. In the event we are unable to resolve your issue, we will escalate and/or redirect you to the appropriate support service. The mission of the IT@ITS Customer Service Center is to provide the ITS community with quality solutions to issues involving IT@ITS resources through teamwork and collaboration with our campus IT partners.
Contact or Visit Us
For Engineering Campus: -
Complaint Management System portal: -
For Staff & Faculty :- http://engg.its-group.in/open.php
For Students :- https://www.icloudemserp.com/corecampus/index.php
Speak to our technical expert team:- 7840094639
For Dental Campus: -
For both Campuses common Email: - firstname.lastname@example.org
Our walk-up help desk is located on the Ground floor (IT Cell).
Hours of Operation
The IT@ITS Customer Service Center is available by phone and by CMS portal or email at working day, 6 days a week*
Monday to Saturday
9:00am - 6:00pm
Cooperative Services - Desktop Support (CSDS)
IT@ITS established Cooperative Services Desktop Support (CSDS) in 2011, combining six existing desktop support members with the IT@ITS Customer Service Center to provide faculty, students and staff with a professional technical support center and stable computing environment.
CSDS strives for the highest quality service, with a targeted first-call resolution 80 percent of the time. Equipment and software are installed, managed and upgraded using best practices to deliver stable, secure computing solutions.
As new business needs are identified beyond the standard support model, CSDS Service 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.
Agreements & Standards
CSDS has compiled a list of hardware standards that should be used as guidance for any departmental inquiries on these subjects.
The CSDS Team
Customer Service Center
Whether you email, CMS 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 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 (Support)
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
The Tier 3 Operations team provides a stable and secure computing environment for our customers. As departments engage new technologies for their business, we will collaborate with you and your vendor to ensure new systems integrate in our environment.
· 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
· Change management
· Service level Agreements
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 life cycle replacement
· Customer metrics and reports