Bureau Chief, Jon Yeaton
Room 227A-1, Fletcher Building
Tallahassee, FL 32399
Phone: (850) 413-1596 [email protected]
What We Do
The Bureau of Customer Support Services (CSS) is the principal functional unit responsible for operationalizing and directing IT service support. Service support is a key element in providing quality IT services that meet the needs of the business. From the beginning stages of an idea to their realization, Customer Support provides the necessary customer interaction and collaboration that delivers the right IT products with the right level of services. Areas of responsibility include, but not limited to, business relationship management, customer and user support, request fulfillment, communication management, incident and problem management.
Bureau Of Customer Support Services
36 full time employees
and 1 consultants.
Customer Support Services
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How We Are Fighting IT Debt
- Endpoint software. Having invested in Microsoft’s Office 365, the older versions of the agency’s endpoint office productivity suite software is longer an issue, because the Microsoft services offer up-to-date fully supported versions. This alleviates the high one-time costs and security dangers associated with maintaining older variations of the software.
- Upgrade our ITSM system. The cornerstone system that allows IT to effectively manage customer/user requests, incidents and change management will be upgraded soon to avoid being 2 versions old.
- Requesting funding for endpoint operating system (OS) services. Having thousands of endpoint workstations to manage and secure, it’s important that we maintain a current and secure operating system. A ubiquitous system will allow for more efficient support while taking advantage of newer features.
In My Own Words
We no longer just provide IT products, we provide IT services that deliver business value. We’re the group responsible for breathing life into our portfolio of services, through partner relationships and service support, determined to deliver IT innovation and nurture it throughout its lifecycle.
Services We Offer
Help Desk (HD):
- Manages incidents, requests, and service communications
- Endpoint management of all customer workstations
Business Relationship Office (BRO) works with customers by:
- Assisting with new & enhances services
- Make inquires & administers outreach
- Provide Business Analysts for application evaluations & requirements
Help Desk Volume