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Support requests sent through the USG ITS Helpdesk that involve technology issues associated with GIL Express (ex: unable to discharge a book from In Transit) will be sent to GIL Technical Support Services staff. GIL Support Services will also continue to use the same GIL Record Error Form reporting system in the GIL Universal Catalog.
The USG TrackIT system helps the GIL Support Services staff with making sure they get your issues taken care of in a timely manner. It also keeps important issues from getting lost or forgotten. If one person is out (especially the “one you always send issues too”), you can now be confident that other GIL Support Services staff will be made aware of the problem.
The USG ITS Helpdesk staff will follow-up to be sure that a problem has been resolved and to be sure that good customer support was provided. This is a standard procedure for ITS and is what they do when issues are resolved.