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User Support Services - Mission Statement and Service Standards



USS Mission Statement


User Support Services mission is to reliably connect people, processes, and content through the effective use of standardized technologies and consulting services in support of the university’s core mission: provide a quality education in a “learn by doing” environment.
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Preamble to USS Service Standards


User Support Services is dedicated to the highest professional standards in support of the teaching and learning mission at the university. To ensure the best possible service for all users, we are committed to the guidelines below.
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Answering inquires and resolving problems

  • Own the problem until it is resolved.
  • Attempt to respond and resolve the problem both properly and as quickly as possible (e.g. within 24 hours, same or next business day).
  • Ask questions to clarify what end-users needs; engage in collaborative problem solving when appropriate.
  • Use provided information to answer questions.
  • Refer inquiry/problem to the correct person. When not sure, take responsibility and verify referral is to the correct person. If the customer is on the phone, no blind transfers.
  • Always give end-users your name and number; let them know that they can call back.
  • Advise end-users when you will next contact them about their inquiry.
  • If it cannot be determined who owns the problem or the individual cannot be contacted, refer the customer to your Coordinator who will own the problem.
  • Keep end-users informed of your progress.
  • Keep your workstation area orderly so you can quickly retrieve required information.
  • Contact and inform end-user that the problem is resolved. Utilize the User Support Services feedback form to ascertain if end-user is satisfied with how the problem was resolved.
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Give clear, accurate and consistent information about User Support Services procedures to all customers

  • Accurate information is given to all end-users.
  • All staff members are responsible for staying current with information by:
    • Reviewing department information; shared drive, bulletin board, etc.
    • Looking periodically at the System Status and USS Web pages.
    • Reading/reviewing all new policies and memorandums.
    • Being familiar with the Cal Poly Report and where to locate information.

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There is always someone available to answer end-user questions

  • All phone calls and email messages, internal and external, are acknowledged within 8 hours (or next business day).
  • Check email messages at least twice a day.
  • Update voice mail when you are out of the office and are not available to return calls.
  • Ensure that "press 0 for immediate assistance" is part of your voice mail greeting.
  • If absent for more than 24 hours, make arrangements for coverage of your customers.
  • Ensure that a backup designate is part of your voice mail greeting and leave a date when you anticipate returning to the office.
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Express a genuine desire to help customers and solve problems

  • Be friendly to everyone; smile! Smiley
  • Welcoming; Greet all end-users within 30 seconds.
  • Be respectful of others.
  • Demonstrate active listening.
  • Demonstrate a desire to understand by clarifying questions and paraphrasing.
  • Take initiative and provide information proactively.
  • Always ask, “Is there anything else I can help you with?”
  • Demonstrate empathy.
  • There are no limits to define ‘customers.’ These standard apply to everyone.
  • Ask for help; offer to help.
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We treat each other with courtesy and respect

  • Clearly communicate expectations and deadlines.
  • Do not make disparaging remarks about the job in public settings.
  • Do not undermine the credibility of other staff members.
  • Coach in private.
  • Model high standards of communication; verbal and written.
  • Be responsible for all tasks; if a deadline cannot be met, provide the other parties with a 24-hour advanced notice.
  • Apply these same high standards of end-user service to each other.
  • Be aware of our cubicle setting; try not to disturb your neighbor.