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Fall 2002

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Fall 2001

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ITS Procedures 

Routine Help Desk Calls

1. Call extension 711 to initiate a call for computer problems.
     
2. Work order will be logged and ITS administration will notify the technician.
     
3. Client will be notified that the work order has been logged.
     
4. The technician will contact the user through either e-mail, a phone call or visit.
     
   The technician will contact the requester as soon as possible, preferably by the end of the working day.
     
5. The technician will attempt to fix the problem in a timely fashion. If unable to fix the problem immediately, the technician will establish a time line for resolving the problem. If there are any changes to the timeline, the technician will contact the user.
     
6.  The technician will fix the computer.
     
7. The technician will contact the user and let him/her know the resolution of the problem.
   

Emergency/After 5 p.m. Help Desk Calls

1. Call extension 711.
      
2. If no answer at 711, call 0.
      
3. The operator determines if there is a technician on campus (after hours) or if the technician on call must be paged.
      
4. The technician will come to the lab and attempt to fix the problem.
      
5. If unable to fix the problem immediately:
     
   a. The technician will establish a timeline for resolution to the instructor who called.
     
   b. That evening the technician will contact the instructor for the 1st session in that classroom the next day, by e-mail or phone and let him/her know about the problem in the lab.
     
6. Fix/replace the computer.
     
7. Contact the original caller when the problem has been resolved.
   

Steps for Training/Consultation Requests

1. Call extension 711 and request software/hardware training/consultation help.
      
2. Help Desk personnel contacts a technician/trainer.
      
3. Consultation will be arranged with requestor.
     
4. Training will be provided, if ITS has the expertise. Otherwise, the requestor will work with ITS to investigate other sources of training. 
     
5. Follow-up with caller.
   
   

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