The mission of the APD IT Help Desk is to enhance the productivity of our internal and external user communities by empowering our users through making Information Technology resources readily available and accessible. We achieve this by providing a single point of contact for customer-focused, quality IT services and support that provide effective and timely resolutions to user community challenges.
Our goal is to maintain maximum customer satisfaction through:
- Defining a Service Level Agreement (SLA) and striving to meet service objectives
- Offering support through multiple service level channels
- Enhancing service response time
- End-to-end issue and request tracking
- Effective and timely communication of issues and requests
- Expanding the available knowledge base to end users