ITS Customer Services

Operations Division

ITS Helpdesk Mission and Vision

The ITS Helpdesk is the primary ITS product and service support single-point-of-contact for University System of Georgia (USG) customers.

Embracing consistency, the ITS Helpdesk

  • Collects information
  • Assigns or escalates
  • Performs first contact/level resolution whenever possible
  • Publishes outbound pro-active communications
  • Provides Helpdesk operations best-practice training


To provide University System of Georgia (USG) enterprise ITS product and service customers with quality service, focusing on consistent and efficient support through

  • Communication
  • Continuous improvement of processes and tools
  • Customer engagement
  • Professional development


Continue to be recognized as a single-point-of-contact service desk providing best in class communications and support.