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Guidelines and Procedures for Service Calls
Last Revised: 11/17/04
The purpose of these guidelines and procedures is to help define, for the campus community, what can be expected when placing a service call.
Every service call entered into IT's automated tracking system will have a follow up feedback form sent to ensure that the problem(s) addressed have not returned and that the user is satisfied with the service. Feedback forms will be sent out weekly. Feedback forms, that are returned, will be given to the supervisor of each area or their designee for review and action, if required
Definition of a Service Call:
A service call is an issue in which a user requests assistance for technical problems that render him/her unable to fulfill their daily responsibilities.
Service calls will be addressed in the order in which they have been received. Exceptions will only be made on an emergency basis (see below for information) or with appropriate authorization.
How a service call is resolved:
1. Place a call to the Help Desk.
A. If you speak to a Help Desk representative, the call will be entered into the automated tracking system. You will receive an email with a reference number to use when checking on the status of your call.
B. If you leave a message, you should receive a call back within 1 hour.
2. Every attempt will be made to resolve the problem over the phone.
3. If the problem cannot be resolved by the Help Desk representative, then the call will be forwarded to the appropriate IT area or staff member. You will receive notification that your forwarded call was received within 8 business hours (between 8:30am -4:30pm). Please call the Help Desk if you have not received this follow up within 8 business hours.
4. When the assigned individual returns your call, they will develop a plan to resolve your problem. This plan should include a timeline for resolution.
Some service calls may require the coordination of several areas in Information Technology. As a result, resolution times may vary.
Placing all service calls to the Help Desk, will ensure the most effective and efficient response time. By documenting all service calls in the automated tracking system, a knowledge base is created that will be used to assist in resolving future problems of a similar nature.
Definition of an Emergency Service call: An Emergency Service Call is a service call that renders a user without an operating computer system.
If this occurs, then PRIORITY will be given to these calls and they will be moved to the top of the service call list. Emergency calls will be addressed immediately and solved within 1 working day of the initial call whenever feasible. Problem solution depends on available parts and supplies.
The priority of Emergency calls will go as follows:
- Problem directly affecting teaching.
- Problem with computer labs operation.
- Problem affecting other student services.
- Problem directly affecting an individual faculty workstation.
- Problem affecting an individual staff workstation.
With respect to emergency calls, there will be someone available, at all times, during regular operating hours (7:30am to 5:00pm).
Campus wide mission critical systems are addressed by a separate escalation procedure that is initiated by the main administrative department affected by the issue and Information Technology. This procedure is outlined in the Information Technology Disaster Recovery Plan.
