|
ITS - Customer Service - Minutes
|
Tuesday, November 20, 2007
Six
members of the ITS Customer Service Team met Tuesday, November 20, 2007 to
review the ITS Customer Service CQI process. Revisions to the process
follow.
Present: Kim Kiehl, Jesse Parete, Carol Rigola, Patti Ross, Jane
Salisbury, Nate Walters.
Absent: Sandy Brubaker, Jane Kretschmann, Nancy Shuler
ITS
CUSTOMER SERVICE PROCESS TEAM
HELP DESK GUIDELINES
November, 2007
Including:
-
Computer and
network concerns
-
Requests for
software installations, including upgrades and updates
-
IP Telephone
problems
-
Reporting
printer problems
-
Training or “How
To” requests
Process:
1. Phone
“711” Help Desk or email at
Helpdesk@edisonohio.edu
2. Indicate the
office or room number, describe problem or request
3. ITS Technician
will be assigned through TrackIt monitoring system
4. Requestor will
be copied on work order request
5. Technician will
contact requestor within 24 hours
- Smart
Classrooms, during regular business hours
Including:
-
Computer and
network concerns
-
Requests for
software installations, including upgrades
-
Reporting
printer problems
-
Reserving AV
Equipment
-
Reporting AV
Equipment problems or requesting assistance
Process:
1.
Phone “711” Help Desk or email at
Helpdesk@edisonohio.edu
2. Indicate
the office or room number, describe problem or request
3. ITS
Technician will be assigned through TrackIt monitoring system.
4.
Requestor will be copied on work order request.
5.
Technician will contact requestor within 24 hours
-
Computer labs, during regular business hours
Including:
-
Computer
and network concerns
-
Requests
for software installations, including upgrades and updates
-
Reporting printer problems
-
Reserving AV Equipment
-
Reporting AV Equipment problems or requesting assistance
Process:
1.
Phone “711” Help Desk or email
Helpdesk@edisonohio.edu
2. Indicate
the office or room number, describe problem or request
3. ITS
Technician will be assigned through TrackIt monitoring
system
4.
Requestor will be copied on work order request
5.
Technician will contact requestor within 24 hours
6. Place
STOP sign at the problematic computer station (STOP signs are
located in each lab near the instructor’s station)
- After
Hour EMERGENCY calls
Process:
-
If
concern is urgent or requires immediate attention, or if
it interferes with classroom instruction, dial “O” to speak with
switchboard
-
Indicate
the room or lab number, describe the problem or request
-
Receptionist will email the technician ON CALL and forward a
detailed email message of the concern.
-
The
technician will contact the instructor as quickly as possible
- Other
THAN classroom, including off-campus requests
Process:
-
Call “711” Helpdesk or
email
Helpdesk@edisonohio.edu ANDcomplete
the facility request form
-
Define specific equipment needs
-
Determine specific locations,
dates and times needed
-
ITS Technician will be assigned
through TrackIT monitoring system
-
Requestor will be copied on work
order request
-
Technicians will determine
availability of equipment
-
Technician will contract
requestor prior to the reserve date.
Agendas
|
Meetings
|
Minutes
|
