Duke

OIT provides customer support through the OIT Service Desk, The Link and Tier 3 Collaborative Services support. The Tier 1 component of the OIT Service Desk, located at the American Tobacco Campus, services the majority of call-in and online customer requests. The OIT Service Desk also provides walk-in customer support on campus at the Link, located on the lower level of Perkins Library. The Tier 3 support group manages customer outreach to departmental IT staff.

OIT makes metrics on Service Desk customer satisfaction and performance available to the general public. Metrics on Service Desk calls and case resolution rates are available only to members of the Duke Community.