Help Desk Practices
Mission Statement:
The mission of the IT Help Desk is to provide quality service when answering phones, creating and updating work orders, supporting campus software, and performing ongoing operations. The IT Help Desk will provide problem resolution and personal assistance in order to increase the user’s productivity and success.
Performing Arts Center, PAC 181
Phone: 815-1559
Email: ithelp@ycp.edu
Help Desk Procedure Memo:
Procedure:
- Requests come to First Level Help Desk. These are responded to by IT Help Desk Admin, staff or student workers. (Before calling, one of the most effective ways to resolve a problem is to reboot the computer which causes a fresh load of the software and may fix the problem)
- If problem can't be resolved on the spot, a ticket number will be assigned to the customer. Your call is assigned a priority based on several levels. (see Priority Levels) NOTE: Because calls are prioritized, high-priority calls sometimes "bump" lower-priority calls.
- Help Desk associate dispatches the ticket to the primary technician assigned to that specific category.
- IT technicians will be required to respond and act on the ticket as soon as possible according to priority level or reassign the ticket to the secondary technician or an IT student technical assistant if they can't respond immediately.
- Helpdesk associates will follow-up with any unresolved tickets after an escalated period of time. If there is going to be a delay, Helpdesk associate will contact user with an estimated time of when the problem will be solved.
- We appreciate that every call is important and we are constantly trying to improve our internal procedures to respond faster to calls. You can help us provide better support by following these procedures. One important thing you can do is call the Help Desk rather than calling an IT technician directly. Calling an IT tech directly attempting to get support is really "jumping the line" of users who have already called with a problem. Our IT technicians have been instructed to route new calls to the Help Desk and to not perform impromptu work while on a call.
IT Services:
Bookstore
Campus Inbox
Cell Phones
Collegebuys
Copiers
Department Web Areas
Dial-up
EPS
Equipment Purchases/Orders
Equipment Moves/Office Moves
Handouts
ID Cards
Ink cartgs. and supply distribution
Keys to Smart Classroom
Login Problems
MAC Software
MAC Hardware
Network Account requests
PC Hardware
PC Software
Phones/Phone Directory
Printers
On-Line Grading
Policies and Procedures
Policy Questions
RedDot
Scan to PDF
Shared Area
Smart Classrooms
Software Requests
Student Org. Web Areas
Toners
Training/Computer Workshops
Virus
VPN
Webmail
Priority Levels:
P1- Entire campus is affected by problem
Examples:
- Mail server not responding
- No one can log in
P2- Multiple users are reporting the same problem
- Admin. Bldg cannot get access to the internet
- No one in the library can print
P3- One user has requested a change to a single computer. User is being prevented from accessing some aspect of the campus network
- A faculty member or administrator has reported that their computer will not boot
- A staff member has reported that they can no longer get into their Netscape mail
P4 - A requested change that affects multiple users, but does not have an immediate deadline
- An employee needs to be added to a shared area
- A new shared web area needs to be created
- A user needs to be added to the CMS system (RedDot)
P5 - One user has requested a change to a single computer. There is no deadline for this change.
- A faculty member has requested a new software program to be installed in their office.
- A faculty member has requested a new program to be installed in a lab for the following semester
and has met the Software Request deadline.
P6 - Used for long term and ongoing projects where the deadline is more than one month away.
- Lab renovations
- Installation of a new campus wide system requiring long term testing and implementation (i.e. LDAP)