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Emerson IT's mission is to provide the community with the very best technology support creating a relationship of trust that enables the success of the College.

To provide exemplary service, maintain trust and collaboration, Emerson IT promises to:

Provide Polite and Respectful Service

• The IT Staff is committed to polite and professional conversation, service, and character in all interactions.
• The IT Staff will respect the diversity of our community during service visits, meetings, and all internal and external communication.

Provide Organized, Effective, and Responsive Service

• If an IT issue is not resolved during a service call, our technology users can expect a follow-up (which may include a request for more information, a proposed time for a service visit/call, a progress update, or a resolution):
  • Immediately for widespread/critical issues.
  • Within one business day for high-priority issues.
  • Within two business days for normal-priority issues.

• IT is committed to recording and escalating issues in a graceful, efficient, and organized manner. The various IT areas will communicate clearly and ensure that issues are securely and appropriately escalated from one area to another.
• IT seeks feedback through surveys and through our online feedback form. We regularly review reports on response time, resolution time, and user satisfaction, and follow- up with users who report unsatisfactory service.

Listen, Partner, and Collaborate

• The IT Staff promises to listen carefully before acting on any issue, project, or initiative.
• The IT Staff will be available to discuss projects and provide technology expertise for departmental technology planning. We are your partners.
• The IT Staff will actively seek and provide opportunities to educate its user base and raise the technology proficiency of the entire campus.

Provide Open and Transparent Communication

• Emerson IT meets weekly to draft and strategize communication for alerts, announcements, customer survey results, and helpful information.
• In all IT communications, including social media, our blog, service calls, campus emails, and IT info sessions/fairs, Emerson IT strives to be open, accessible, and clear.
• IT invites project requests and discussion via its weekly Change Management meeting and online Project Center, allowing our users to align their initiatives with IT projects.