Service Requests


 

 

Service Requests

When a help desk call is received, a Help Desk Team member will initially try to resolve the issue over the phone.  In the event that the problem cannot be resolved immediately, a help desk ticket will be created and assigned to a technician. Help desk tickets will be assigned to technicians based on locations and expertise around the campus.

 
Setting Priorities
For each priority level, the Help Desk Team will contact the user in a time interval appropriate to the priority and will respond with action to resolve the problem in a time frame consistent with our support capacity.  Within a given priority level, calls are handled on a first-come, first-served basis.  To ensure that lower-priority calls are not continually crowded out by high-priority calls, lower-priority calls that age past the response time will be escalated to the next priority.
The Help Desk Team uses the following table to determine how to prioritize calls.  Calls are placed into three priority queues: P1, P2, and P3, with P1 being the highest priority. 
  • Down (machine dead, departmental network printer or critical feature down)
    • All Campus:  Immediate Response
    • Lab, Department, or Electronic Presentation:  Immediate Response
    • Individual Customer:  P1
  • Limping Along (can get some work done)
    • All Campus:  P1
    • Lab, Department, or Electronic Presentation:  P2
    • Individual Customer:  P2
  • Ok, but need upgrade, improvement
    • All Campus:  N/A
    • Lab, Department, or Electronic Presentation:  P3
    • Individual Customer:  P3
P1 (Priority 1)
Contact Time:  a.s.a.p. and within 30 minutes
Resolution Time:  2 business days
Escalation if Response Time Exceeded:  Escalate to Help Desk Department Manager>
 P2 (Priority 2)
Contact Time:  2 business days
Resolution Time:  5 business days
Escalation if Response Time Exceeded:  Escalate to P1 and email the Help Desk staff person assigned the service request and his/her manager
 P3 (Priority 3)
Contact Time:  5 business days
Resolution Time:  10 business days
Escalation if Response Time Exceeded:  Escalate to P2 and email the Help Desk staff person assigned the service request and his/her manager