You've just clicked "Submit Help Request" in HelpSU; now where exactly does that request go? If your question pertains to a core administrative application, it's on its way to the Administrative Systems Customer Support Group (ASCSG).
The ASCSG serves as a single point of contact for end users seeking help with Stanford’s administrative systems (OBIEE, Oracle Financials, PeopleSoft, etc.).
Led by Manager Peggi Polen, the team is comprised of five analysts, each assigned to support specific applications. Support responsibilities are regularly rotated so that each analyst develops competency across the AS application portfolio.
As the administrative systems evolve, the team constantly absorbs and assimilates new information, quickly building sufficient knowledge of new systems and processes to be able to support the end user population.
Day to day, the ASCSG actively monitors the HelpSU ticket queue and begins processing tickets as soon as they are received. From initial ticket triage to in-depth analysis, analysts work closely with end users and business offices to ensure that tickets are resolved as quickly as possible.
While the number of HelpSU tickets varies month to month depending on the business and/or academic cycle, the ASCSG typically handles several hundred tickets each month. In June 2013 alone the team processed 772 tickets — that's nearly 38 tickets per day!
The ASCSG further supports the administrative community by holding weekly open labs on campus for distributed end users every Friday morning. The team answers questions, gives demonstrations, and provides help for the full scope of administrative applications at Stanford.
So next time you’re having trouble processing that journal transfer, know that the ASCSG is standing by and ready to help.
Contact Peggi Polen for more information about the ASCSG.
