- Ticker Number
- Event Date & Time Stamp
- Identification of Caller (username & ID)
- Call Description
- Severity Assessment
- Hardware
- Return Call Information
- Name of Help Desk Technician

Level I
- First level of customer response,
- Resolution of routine and common issues

Level II
- Resolution of complex hardware & software problems

Level III
- Highest level of support
- Resolution of serious software problems,
problems with communications or network services,
or systematic problems

- 24 x 7 x365 support
- Coordination of IMAC/ICMS activity
- Deployment of on-site technical support

- Asset Management
- Technology Management
- Application Rollouts