NORC’s Technology Support Services (TSS) provides a single point of contact for end-users in need of technological assistance. The helpdesk’s mission is to reduce downtime by facilitating and coordinating support leading to the restoration of normal operational service. We endeavor to accomplish this with minimal business impact on end user business operations, while meeting or exceeding acceptable service levels and promoting NORC mission priorities. This support extends to all aspects of NORC's day-to-day functioning, including, but not limited to, field data collection, call center telephony, and central office activities.
Each professional helpdesk specialist is guaranteed 40 hours of targeted annual training to maintain their high level of technical and customer service expertise. Moreover, helpdesk specialists are intimately involved in the success of each NORC project by offering systems support, managing hardware inventory, and providing in-person, hands-on preparation and issues remediation during field operations training sessions. In addition, technical support specialists procure hardware, image laptops, coordinate remote connectivity, facilitate audio/video conferencing, and train non-technical personnel to be proficient in the many automated tools NORC employs.
To meet its commitment to quality, the TSS team remains available long beyond the standard work day, as well as on weekends, in order to proactively address and resolve any technology related problems that may pose a threat to project productivity.