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• Support Tools and Metrics

Support Tools and Metrics

What We Do

The Support Tools and Metrics group within Help Desk Services provides technical support to the staff of Client Support and IT Services in the form of tools, metrics, and the management of vendor programs. The group is responsible for the Stanford Answers knowledge base for support analysts Help Desk metrics from our ACD system and from Remedy, provided to managers of service groups across the campus and, in some cases, displayed on the ITS Service & System Metrics and other sites Dell, Apple and other vendor support services and programs.

More Information

For additional details about the Support Tools and Metrics group, contact Tom Goodrich.