The Role of the IT Customer Service Representative

by Kenneth Rau

In a previous Executive Update [1], I alluded to the importance of the role of the customer service representative (CSR) in the IT function, attributing to it nothing less than the mythical healing powers of balm from Gideon for the oppressed CIO. Recently, I was challenged by a colleague to more fully define the role and duties of this apparent omnipotent persona. In response, I present a job posting that I helped craft for a client a few years ago, appropriately edited to protect the innocent (see Table 1). But first, a few words of background.

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The Role of the IT Customer Service Representative15 July 2007