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Customer Interface Group (CIG)

For more information on the
Customer Interface Group see the
Help Desk Web Page.

GROUP LEADER: Charles E. Verboom

MISSION STATEMENT:

The Customer Interface Group has overall responsibility for the Computing Support Center (Help Desk) and the customer outreach activities. Its Mission is to provide a single-point-of-entry for all computing problems/requests and to facilitate, in partnership with the customer, high-quality, timely, courteous and optimal resolutions.

MAJOR OBJECTIVES:

Establish and maintain a simplied and user friendly interface for all LBNL computing environment problems and requests for service (RFS).
All customer contacts are recorded in a trouble ticket system and open problems/RFSs are actively monitored/tracked.
Problems/RFSs are actively managed and coordinated by the Support Center (Help Desk) until problem resolution or delivery of service.
Verifies with the user that the problem/RFS has been resolved or the required service has been delivered, from the user perspective, as well as soliciting comments about the quality of the work.