ICS Self-Service Platform Support
Overview
ICS Self-Service Support includes:
- Access Requests
- Administrator Only Requests
- Directing users to support documentation for platforms
- Answering basic questions
- Assigning questions to other support team members
- Refer users to fee for service options
All support outside of projects with a signed statement of
Objective
Provide excellent customer support for all members of the WashU Research Community who use ICS Self-Service Platforms by responding quickly, accurately, communicating effectively and working effectively with our internal team.
Priorities
- Response Time
- Accuracy of responses
- Clear communication
- Assign to team member
Standards
Response time
If your primary role is ICS Self-Service Support Coverage or if you are providing short term coverage, you should review any incoming requests within 4 business hours
Access Requests - Should be completed or request for more information within 4 business hours
Admin Only Requests - Should be completed or request for more information within 4 business hours
Directing Users to Support Documentation - If you believe support documentation exists, direct them to this within 4 hours
Answering Basic Questions - If you know the answer to the question, try to provide with 4 business hour but if there is extensive explanation required 1 business day
Assigning to other support team members - within 4 business hours if assigning to someone immediately. You may also assign to another team member after you have provided an initial reply
Refer to fee for service options - within 4 business hours if referring to fee for service immediately. You may also assign to another team member after you have provided an initial reply
Accuracy of Response
Providing accurate responses is one of our highest priorities.
Access Requests - Ensure confirmation email with log in information included is delivered. There should be a prompt to reply if unable to access the platform
Admin only requests - reply with prompt for user to check that the action was completed correctly and to reply if it was not.
Directing Users to Support Documentation - reply with request to send additional questions if the documentation does not answer the question
Answering questions - Provide description of how you determined the answer, we provided potential bugs, errors, etc.,