CHIS’ approach to Information Technology Support covers a wide range of services, focused on providing support to end users. Technical support is delivered in a variety of ways including both on-site and remote support.
IT Support begins by analyzing the symptoms and figuring out the underlying problem. Once identification of the underlying problem is established, CHIS personnel will begin sorting through the possible solutions available. This includes troubleshooting methods such as resolving username and password problems, addressing problems with basic software applications, verification of hardware and software set-up and assistance with increasing understanding of applications.
In cases where more in-depth support is required, CHIS personnel will work with both users and vendors, as required, to address issues related to hardware and/or software deficiencies, installations or replacements of various hardware components, software repair and diagnostic testing.
In instances where problems are repetitive or unsolvable, CHIS will take the steps necessary to ensure that the impact on the end user is minimized and will recommend and implement a course of action for resolution. Once a solution is determined, it is delivered to the customer.
As part of its commitment to quality improvement and accountability to its Members, CHIS documents and analyzes all IT Support issues and applies learnings to future situations and planning and implementation decisions and approaches.