HelpDesk Information Technology Services Service Level Agreement (SLA)

Information Technology Services
HelpDesk
Service Level Agreement (SLA)
Effective November 13, 2012
Holy Family University IT Service Level Agreement
Page 1
Holy Family University Information Technology Help Desk
SLA (Service level Agreement)
Draft Effective Date: November 13, 2012
Version
Date
Description
Authors
1.0
11/13/12
SLA defines services,
policies, and procedures for
the University’s HelpDesk
David Slowik, Instructional Technologist
Gary Coleman, User Services Manager
Approval
Approvers
Role
Approval Date
Vince Milnik
Technical Services Manager
11/12/2012
Important Note: This document represents an initial draft agreement. The content is
subject to changes that will be reflected in the Periodic Review.
Holy Family University IT Service Level Agreement
Page 2
CONTENTS
( H Y P ER L IN K ED — CL IC K T O AC C ES S TO P I C)
HelpDesk Introduction ......................................................................................................................................................... 4
HelpDesk Agreement Overview...................................................................................................................................... 5
Goals & Objectives ................................................................................................................................................................ 6
Services Scope, Timing and Limitations .................................................................................................................... 6
Periodic Review ...................................................................................................................................................................... 7
New Employees ...................................................................................................................................................................... 7
Flowchart: Information Technology Services: HELPDESK SLA Process Overview ............................ 8
FAQs (Frequently Asked Questions / Requests) ................................................................................................. 12
Service Agreement Details .............................................................................................................................................. 14
Service Scope................................................................................................................................................................... 14
Service Availability ......................................................................................................................................................... 14
Support Levels by Client Category ........................................................................................................................ 15
Contact Information........................................................................................................................................................ 16
HelpDesk Tickets ............................................................................................................................................................ 17
Priorities and Response Times:............................................................................................................................... 18
Service Tracking and Reporting Procedures ......................................................................................................... 19
Hardware Supported .......................................................................................................................................................... 20
Software Supported ............................................................................................................................................................ 21
Services Supported ............................................................................................................................................................. 22
Blackboard Learn and Outcomes Assessment................................................................................................ 23
VideoConferencing......................................................................................................................................................... 23
Web Advisor............................................................................................................................................................................ 24
Media Center Presentation Recordings............................................................................................................... 25
Support Procedures ....................................................................................................................................................... 25
Rights and Responsibilities of Users .......................................................................................................................... 26
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HELPDESK INTRODUCTION
The Holy Family HelpDesk is the first contact point for help with most technology
hardware and systems used by the university. This includes all university owned
desktop and laptop computers, printers, phones, projectors, iPads, and audio and video
equipment, WebAdvisor, and special events requiring IT support. (Blackboard help is an
exception where requests for help are sent using the form at the login screen.)
The HelpDesk System creates an online support channel for the entire university,
allowing all users to submit service request including problem tickets, create and track
workflow, link appointments and tasks, and track calls made and received.
Help Desk Online Forms Submission is accessible on campus only.
Phone support is available from any location.
User Login
For First-Time Users, you must click "SAVE" before you can create a ticket. Access to
Help Desk is granted via Novell username and password.
When you click Create Ticket you might get a Pop-Up Blocked Message this will appear
in a yellow box right below your URL address bar.
Click on the yellow Pop-Up bar and select Always Allow Pop-Ups From This Site.
Contact Us
By web: click User Login
By phone:
On Campus: ext. 3402
Direct line: 267-341-3402
By email: [email protected]
View Help Desk Demonstration (click to review)
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HELPDESK AGREEMENT OVERVIEW
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between
Holy Family University and University Students, Faculty and Staff for the provisioning of
IT Department HelpDesk Services required to support and sustain technology
resources.
This Agreement remains valid until superseded by a revised agreement mutually
endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually
understood by the primary clients This Agreement does not supersede current
processes and procedures unless explicitly stated herein.
This service level agreement has been written in support of Holy Family University
Students, Faculty and Staff. It outlines the technology support provided by the Holy
Family IT Department, including the Help Desk, to the faculty and staff of the
University. It outlines the procedures used to process requests and problems that are
reported.
Parties Involved are all HelpDesk Clients including:

HF Technology Support

All units reporting to the Vice President, Information Technology

All full and part-time Students

All Academic Units including the Colleges of Arts and Sciences. Education,
Nursing, Business, and DEL (Division of Extended Learning).

Athletics

All other University administrative units

Any other University administrative units not reporting to the college/schools
exempted below.
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GOALS & OBJECTIVES
The purpose of this Agreement is to ensure that the proper elements and commitments
are in place to provide consistent IT HelpDesk service support and delivery to our
students and employees.
The goal of this Agreement is to obtain mutual agreement for IT service provision
between all clients and the IT Department’s HelpDesk staff.
The objectives of this Agreement are to:

Provide clear reference to service ownership, accountability, roles and/or
responsibilities.

Present a clear, concise and measurable description of service provision

Match perceptions of expected service provision with actual service support &
delivery.
SERVICES SCOPE, TIMING AND LIMITATIONS




Includes all Holy Family University owned computer and audio/video hardware,
software, and networks investments serviced through the IT HelpDesk.
Services include resource purchases, installations, repairs, and upgrades.
The IT Staff will work on network access for student or employee privately owned
technology.
Response and service completion times will be affected by the following factors.
o Day of week and time of day request received
o Request complexity
o Ability to satisfy request using existing resources versus requiring
acquisition of additional technology and/or human resources.
o Holidays
o Severe weather conditions
o Ownership: University owned hardware and software will receive higher
priority.
o Problem Volume: Issues affecting more people will receive higher priority.
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PERIODIC REVIEW
This Agreement is valid from the Effective Date outlined herein and is valid until further
notice. This Agreement should be reviewed at a minimum once per fiscal year;
however, in lieu of a review during any period specified, the current Agreement will
remain in effect.
All IT Department Managers (“Document Owner”) are responsible for facilitating regular
reviews of this document. Contents of this document may be amended as required,
provided mutual agreement is obtained from the primary stakeholders and
communicated to all affected parties. The Document Owner will incorporate all
subsequent revisions and obtain mutual agreements / approvals as required.
Review Period: Recommended review and update every 6 months
Previous Review Date: NA
Next Review Date: March 29, 2013
Periodic reviews will be coordina ted by the University’s Instructional
Technologist.
New Employees
Supervisors need to provide the HelpDesk with a written request for support services
related to each new employee. The information required includes:



Name, title, and location information needed in creating network and system
accounts such as telephone access, networked computer access, email, Datatel,
Blackboard, ETC. as needed.
Hardware requirements including PC versus Mac, location and specific computer
and peripheral needs such as local versus networked printer and printer type.
Software requirements
Please provide this information as much in advance as possible to ensure that the
new employee has the tools they need to perform their job.
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FLOWCHART: INFORMATION TECHNOLOGY SERVICES:
HELPDESK SLA PROCESS OVERVIEW
The following page provide diagrammatical overviews of the IT HelpDesk Services
Request Processes. All day-to-day technology requests for help are channeled through
Holy Family University’s HelpDesk System. From there, request are fulfilled by the
HelpDesk Staff, or forwarded to another technology support unit within the University.
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Holy Family University IT Service Level Agreement
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Holy Family University IT Service Level Agreement
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FAQS (FREQUENTLY ASKED QU ESTIONS / REQUESTS)
The following are quick answers to frequently asked questions regarding
Holy Family University technology services. Further details are provided
in subsequent pages.
1) When can I speak to someone at the H elpDesk?
The HelpDesk’s regularly staffed hours are as follows:
Monday-Thursday: 7:45 AM until 8:45 PM
Friday: 7:45 AM until 3:45 PM
Other Times: Send a request by submitting a HelpDesk Ticket using the
online form at the University’s Home Page. There is a link at the
bottom of the HomePage screen. http://www.holyfamily.edu
2) PASSWORDS: I cannot log into (various HF systems)
Password changes are among the most frequent requests for help. Logging into the
University PCs and various networks requires a User Name and Password.
A) New students are sent a letter from the Registrar that includes their user names
and passwords when they register for courses. It includes your access
information for accessing all HF systems.
B) New employees will be given all necessary login information by HR when they
are hired.
C) USERNAME versus PASSWORD
1. In most cases, the same login USERNAME is used for logging into a
networked PC (as in labs or offices) and for WebAdvisor.
2. However, the PASSWORD is often different for each system and
account that you use.
3. Accessing Google accounts including Email
4. Blackboard user names and password are linked to those for any of our other
systems at this time. However, new students are given the needed login info with
their course registration letter.
Note: You have the option of changing your password so that they
are all the same. However, they will not automatically stay the
same. E.G., If you change your Blackboard password, it will not
change your Email / network / W ebAdvisor password.
3) Student: Why can’t I see my course in Blackboard?
A) Your course may not be using Blackboard. Check with your instructor.
Holy Family University IT Service Level Agreement
Page 12
B) You may not have been enrolled in the Blackboard component of your course.
Check with your instructor to see if they are using the system, and if you need to
self-enroll yourself.
C) The course may not yet be made “Available”. Check with your instructor.
4) Student: w hy can’t my notebook / laptop connect to the Internet?
A) Clean Access software: You need to log into the Holy Family
network using a program called “ Cisco Clean Access”. All Microsoft
Windows XP, Vista and Windows 7 computers used in the residence halls and
for wireless access throughout the campus are required to install the Clean
Access Agent client software to connect to the university network. You will also
be required to install Microsoft critical OS updates and patches as well as an
Anti-virus program with latest virus definitions. Macs also now require the Clean
Access Agent.
B) Connect to hfuinet network : The wireless network for student access is
called hfuinet . Your userid and password, and the Clean Access agent are
required to connect. Your wireless laptop should automatically see
the hfuinet wireless network.
Additional Assistance
Several technology training guides, and other FAQs, are available online at the Holy
Family University website. Following are the Internet addresses to check.
1) Computer Technology Services Home: http://extra.holyfamily.edu/cts/index.shtml
From the HomePage, click the Administration tab (top right section of screen), and then
click Computer Services.
2) Technology Training Website: Direct link is located under “Quick Links” at the
left side of the University’s Home Page .
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SERVICE AGREEMENT DETAILS
The following detailed service parameters are the responsibility of the HF IT Department
in the ongoing support of this Agreement.
SERVICE SCOPE
The following Services are covered by this Agreement for all Holy Family
locations.





Staffed Phone Support
Google Email Monitored Support (HelpDesk Request Forms)
Planned or Emergency Assistance including Event Planning
Hardware Installation and Maintenance
Software Installation and Maintenance
SERVICE AVAILABILITY
Coverage parameters specific to the services covered in this Agreement are as
follows:


Telephone support : Calls received out of office hours will be forwarded to a
mobile phone and best efforts will be made to answer / action the call,
however there will be a backup answer phone service
o
Monday – Thursday: 7:45 A.M. - 8:45 P.M.
o
Friday: 7:45 A.M. -3:45 P.M.
o
Special Scheduled Events Support or Emergency Support only
HelpDesk Email support: Monitored
o
Monday–Thursday, 7:45 A.M. - 8:45 P.M.
o
Friday, 7:45 A.M. - 3:45 P.M.

Email requests received outside of regular, posted HelpDesk hours will be
collected, however no action can be guaranteed until the next working day

Saturday – Sunday: Support limited to scheduled events support and
emergency needs in classrooms and residences.
NOTE: Severe weather conditions will obviously impact the ability to satisfy IT
Service Requests.
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
Other Exceptions: Non-emergency or special event support will not be
available when the University is closed due to holidays, administrative
closings, or inclement weather.
SUPPORT LEVELS BY CLIENT CATEGORY
Full Time Faculty and All Staff Requests
The Help Desk consists of full and part time staff. They will attempt to satisfy requests
remotely via phone or email in providing the fastest feasible response. For other
requests by full-time employees, the following options exist.
1) The IT Staff will conduct office visits to assist with their technology problems; or
2) The requesting employee can visit one of the IT Department’s service locations
tailored to various needs as outlined here.
ETC 105: HF Network Login, I.D. Cards, Google Mail, and University-owned notebook /
laptop problems
Adjunct Faculty Requests
The Help Desk will attempt to satisfy all appropriate requests remotely via phone or
email in providing the fastest feasible response. For other requests by part-time adjunct
faculty, the following options exist.
ETC 105: HF Network Login, I.D. Cards, Google Mail, and University-owned notebook /
laptop problems
Student Requests
The Help Desk will attempt to satisfy all appropriate requests remotely via phone or
email in providing the fastest feasible response. For other requests by full or part-time
students, the following options exist.
ETC 105: HF Network Login, I.D. Cards, Google Mail, and University-owned notebook /
laptop problems
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CONTACT INFORMATION
To report problems or request services for technology support:
By phone:
On Campus: ext. 3402
Direct line: 267-341-3402
By email: [email protected]
Holy Family University faculty, staff and students have the option to place service
requests and report problems via telephone, or by submitting a web form from the
University’s Home Page.
If a phone technician is assisting other customers, the customer will have the option to
hold for the next available technician, or complete an online Help Desk Request Form
that automatically logs a call into the Help Desk database.
All requests and problems are recorded in a database that is used by everyone in Holy
Family. Calls will be escalated to the proper support groups within the University.
Requests via email Request Form will be entered into Help Desk database as a record.
We will respond to email requests within one workday of receiving the email regular
working hours that the University is open.
Response Times:


Requests received Sunday through Thursday after the listed hours will be answered:
the next business day.
Requests received Friday after 3 P.M., or on Saturday or Sunday, will be answered
during the following Monday assuming that the University is open.
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HELPDESK TICKETS
All requests for technology help require you to submit a HelpDesk Request.
All requests are entered as “tickets” into the HelpDesk System. You can
completed the ticket on your own from the University’s “Computer
Technology Services” website at http://extra.holyfamily.edu/cts/helpdesk.shtml
You can view a demonstration of this procedure.
Click on
View Help Desk Demonstration
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PRIORITIES AND RESPONSE TIMES:
The Help Desk will use the following guidelines in prioritizing requests and will strive to
resolve the problem within the target timeframe. Actual resolutions may be shorter or
longer depending on the volume of requests at any one time, as well as the specifics of
a given request. However, a minimum of 80% of all requests will be satisfied within the
target periods.
Requests Received Monday through Thursday During Regular Working Hours
Note: Requests sent after Friday 3:45 PM, or on Saturday or Sunday will be addressed
after the HelpDesk opens (typically Monday 7:45 AM)
Response to Problem
(Within)
Priority
Criteria
Life
Threatening
Problems with life saving hardware such
as Fire and Security Systems
24/7 Immediate Response
Urgent
Mission critical and there is no
workaround available.
Example: Classroom technology is not
functioning as needed pending a class.
Affects one to five individuals, no
workaround available. Example:
Computer with critical data won’t boot
Affects fewer than five people,
workarounds available.
Example: Problem using office PC, but
others available
Does not require immediate attention.
Example : Upgrades to a new version of
MS Office when existing installation is
functioning well and similar in features
and benefits.
Technicians will attempt an
immediate response and
resolution.
High
Medium
Low
1 business hour
4 business hours
3 business days
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SERVICE TRACKING AND REPORTING PROCEDURES


All requests are logged into the Problem Management System (Footprints). A
ticket is completed by a Help Desk Specialist, or forwarded to appropriate level
for research for completion. Help Desk Specialists or the accountable person’s
Manager is responsible to ensure timely response per stated service objectives.
Client Services personnel will conduct random follow-up.
Service Metrics:
Category
Performance Criteria
Average Wait Time
95% of calls answered in less than 30 seconds
Call Abandon Rate Goal
Less than 5%
First Call/Contact Resolution Goal
60% of calls resolved at initial call/contact
Customer Satisfaction Rating
Satisfaction rating of a 4.5 (out of 5.0) or higher
New Equipment Installations
95% Installed in less than 6 business days once
equipment arrives in IT
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HARDWARE SUPPORTED
The Help Desk will provide support for university-owned, standardized, campus-wide
hardware. Support is provided for classroom technology including projectors, document
workstations, SmartBoards, faculty podium hardware, and printers and scanners. The
same support is provided for office equipment as appropriate. The support provided will
be installing and maintaining the hardware and related software. Non-routine hardware
maintenance may be provided by approved vendors, and will typically exceed the inhouse service time goals.
Some Help Desk and other IT staff are available for consultations on purchasing
hardware for campus faculty and staff applications. The specific individuals will vary by
the nature of the needed support. All new hardware purchased will be setup by the IT
Network Staff.
The Help Desk will assist in setting up University-based email on University-owned cell
phones and other devices including iPads.
Data Migration for New, Recycled or Reformatted Computers
The Help Desk will assist clients with backing up their document and all other files,
desktop settings, browser favorites/ bookmarks and email (contacts and calendars).
Personal photos, videos and music on Holy Family University computers will need to be
backed up by the individual to DVD or external drives.
Individual faculty and staff employees are ultimately responsible for regularly backup up
their personal files to their network folder and to their portable storage devices (E.G.,
USB Flashdrives, Portable Harddrives).
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SOFTWARE SUPPORTED
Computer Operating Systems
-
Windows XP Pro SP3
Windows 7
Mac OSx 10.5 or later
Computer Applications Software
Help Desk will install the following software from a site license at no charge to
department. Support will also include troubleshooting installations, and providing
assistance on how to use hardware and software. The Holy Family University
Technology Training Website provides additional help to all stakeholders on these
topics. Some of the supported operating systems and applications are:










Microsoft Office 2007 and 2010 (Word, PowerPoint, Excel, Access)
Internet Browsers (Google Chrome, Mozilla Firefox, Internet Explorer, Safari)
Google Accounts apps including Email
Blackboard Learn and Assessment Tools
SMART Technologies
Antivirus Software
SPSS Statistical Software
Survey Research
Skype Video Conferencing
Anti-Plagiarism Systems
Third Party Software
Software not listed that departments, faculty or staff want installed on computers must
have the software media and proof of license. Installing third party software can affect
the computers performance. Therefore. the IT Department Staff will need to review nonstandard software needs with each client/user to ensure the appropriateness of the
various options.
Please note: A minimum lead time of 6 weeks is required for review and installation of
3rd Party Software.
iPad Tablet Software
Software applications are the responsibility of the individual employee or student. The
one exception is access to the University’s network which is supported by the IT
HelpDesk Staff.
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SERVICES SUPPORTED
The Help Desk (ext. 3403 or by completed online Help Desk Request Form) provides
support for all faculty and staff in the following areas, but not limited to:







Network access and security including passwords
Internet access using wired and wireless connections
Training in using Blackboard and computer and A/V hardware and software
Network storage for employee accounts
Hardware and software Installation and configuration settings
Printer use and repairs
Computer and other technology tools purchasing advise
Specific Support Contacts Tailored To Specific Employee Client Needs
Support Category
Support Staff
Location
Support Days &
Times
HF Network Login
Help Desk
Online Form @ HFU
HomePage or via phone
x3402
Classroom
Technology
Help Desk
Online Form @ HFU
HomePage or via phone
x3402
Office Technology
Help Desk
Online Form @ HFU
HomePage or via phone
x3402
PC and iPad
Hardware
Installation and
Repairs
Photo ID
Help Desk
Online Form @ HFU
HomePage or via phone
x3402
IT Staff
ETC 105
Blackboard: All
Support Needs
All Technology
Hardware and
SoftwareTraining
Needs
Blackboard
Administrators
Instructional
Technologist
Email link at Blackboard
Login screen
Email
[email protected]
or ext. 3402
M-Th 7:45 AM8:45PM
Fri 7:45 AM – 3:45
PM
M-Th 7:45 AM8:45PM
Fri 7:45 AM – 3:45
PM Sat-Sun: Per
Special Request
M-Th 7:45 AM8:45PM
Fri 7:45 AM – 3:45
PM
M-Th 7:45 AM8:45PM
Fri 7:45 AM – 3:45
PM
M-Th 7:45 AM8:45PM
Fri 7:45 AM – 3:45
PM
M-F 8 AM – 5 PM
M-F 9:30 AM – 5:30
PM (Exception:
Days off since only
1 employee)
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Student Support Contacts
Photo ID
IT Staff
HF Network Login
Help Desk
Blackboard: All
Support Needs
All Technology
Hardware and
SoftwareTraining
Needs
Blackboard
Administrators
Instructional
Technologist
ETC 105
M-Th 7:45 AM8:45PM
Fri 7:45 AM – 3:45
PM
Online Form @ HFU
M-Th 7:45 AMHomePage or via
8:45PM
phone x3402
Fri 7:45 AM – 3:45
PM
Email link at Blackboard M-F 8 AM – 5 PM
Login screen
Email
M-F 9:30 AM –
[email protected] 5:30 PM
(Exception: Days
or ext. 3402
off since only 1
employee)
BLACKBOARD LEARN AND OUTCOMES ASSESSMENT
All Blackboard Support is provided by Blackboard Administrators via phone, email, or inperson visit to Blackboard Administrator (ETC 4th floor). You can contact the HelpDesk
to request help with Blackboard just as with all other requests for IT support.
The Blackboard login screen offers a direct link to sending requests for Blackboard help.
See the following statement at the login screen: “For problems or questions about
Blackboard @ Holy Family University, please send us an email by clicking here.”
VIDEOCONFERENCING
The University conducts videoconferencing for online and hybrid Distance Learning
courses as well as for administrative meetings. Support includes the following
videoconferencing environments.
(A) Videoconferencing Systems Owned by the University: This includes systems
located in auditoriums, the Newtown Multimedia Room, and similar facilities.
(B) PC / Mac Based Systems: Skype-type videoconferencing conducted using PC /
Mac computer systems.
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WEB ADVISOR
WebAdvisor provides access to the Datatel Colleague System through the internet. The
system identifies your Class Roster, provides entry of course Grades, and other related
tools. You can access your class roster, enter grades, search for classes, view your
class schedule and find information on your advisees.
How do I access WebAdvisor?
Go to www.holyfamily.edu and click on WebAdvisor at the top right corner of your
screen.
When the WebAdvisor screen opens, click on Log In
Enter your User ID
and Password
Your name will
appear on the
Welcome page
when you log in
successfully. You
can then choose
the appropriate
menu Students –
Faculty – Employees.
Click On the appropriate tab to enter the main menu for faculty, student, or employee.
If you need assistance or have questions on WebAdvisor, please call the Helpdesk at
(267) 341-3402 or email at [email protected]
You may also contact us by clicking here to complete an online WebAdvisor Request
Form. (The address is http://extra.holyfamily.edu/cts/warequest.asp)
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MEDIA CENTER PRESENTATION RECORDINGS
The IT Department provides recording support for classroom presentations that can be
posted from Blackboard, or from faculty websites. The MediaSite Systems are:
1) ETC 105 to ETC 111
2) Portable MediaSite System temporarily set up in various classrooms.
SUPPORT PROCEDURES
Request Requirements
Technology support requests need to provide the following information:

Name, department, phone number, location of computer or other equipment

A clear description of the problem or other support needed.

Students must also provide their Student ID as listed on their University ID Card
IT Staff Service Procedures
1. Document the request or problem

Requests or problems will be captured by telephone or email
2. Log the call into the database

The technician will open a call in the HelpDesk database for all problems and
requests from the information provided by the user. Limited troubleshooting will
take place during the initial phone call. Follow ups will be done in Step 3.
3. Assigning calls

All calls logged in the database will be assigned to the appropriate technology
support technician or appropriate support group within the HelpDesk Group.

The technology support technicians will contact the customer or the alternate
contact to follow up on the call. Contact will be made via phone and/or email.
4. Close the calls

All actions taken to resolve the call will be recorded in the database. After the
call is successfully resolved the call will be closed.
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RIGHTS AND RESPONSIBILITIES OF USERS
Students, Faculty and Staff Technology Users
If a user needs to install software as part of their work responsibilities, then their
supervisor must approve them to be added as “Power User” to the university owned
computer.
Everyone is responsible for reading and adhering to University Policy on Technology
and Internet Use. The Computer Use Policy Statement is located at the University’s
Website.
The direct policy link is http://extra.holyfamily.edu/cts/usepolicy.shtml
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