The Office of Information Technology is scaling Dedicated Desktop Support to provide coverage to departments聽that currently do not have any desktop support. DDS has adopted a 鈥渞emote first鈥� mentality, which means that DDS technicians will determine whether support requests can be performed using remote support tools. This allows DDS to provide support to more customers and handle more requests than they could previously. Some key points of the remote-first聽response are:
- Technicians will make on-site customer visits when remote support is not possible or would be less effective. The determination as to whether a problem requires an on-site visit will be made by the technician.
- Even for remote support cases, there are many reasons why a customer still needs to be present at their computer (authentication into services, answering questions for the technician聽and validating that the problem has been resolved to their satisfaction).
- For any questions or concerns regarding your DDS experience, please contact Brandon Brunetti, the program manager for Dedicated Desktop Support.
For more information on the DDS service, please review the and