Sinclair Community College Technical Help Desk
Service Expectation for Students, Faculty and Staff
Customers: Sinclair Community College staff, faculty and students
Mission:
The Help Desk’s goal is to provide students, faculty and staff with a single primary point of contact for technology related issues.
Location: Building 13, Room 13004
Department: Information Technology Services/ Help Desk & IT Labs
Phone: 512-4357 (HELP) or (866) 781-4357 (HELP) toll free
Services Covered:
- Help Desk Resolves Customer Issues & Questions for Supported Applications/Operating Systems Including:
-
Account Information and Resets
-
Data and Servers
-
Desktop Support Instructional Technology
-
MultiMedia Support
-
Software
-
Tartan Card Online
-
Voice Telecommunications
-
Web Advisor
-
Web Services On and Off Campus
|
Severity Code |
Customer Impact |
Service Response to the Customer |
|
Severity 1 - Critical |
System-wide network problems or issues affecting multiple users |
1 hour Updates every _hour__ on telephone system and SDE Self Service White Board |
|
Severity 2 - Emergency |
Single user down with no temporary resolution possible |
4 hours |
|
Severity 3 - High |
Non-Critical - High priority issue |
2-4 business days or 36 hours |
Business Hours: Monday to Friday 6 a.m. to 12 a.m.
Method for Requesting Services:
-
Contact Help Desk at 512-4357(Help) or toll free at (866) 781-4357 (HELP)
-
Email Help Desk at helpdesk@sinclair.edu
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Submit a request through Service Desk Express (SDE) Self Service Help Desk at http://hdto.sinclair.edu
Service Tracking and Reporting Procedures:
All requests are logged into SDE, the Help Desk’s call tracking system. A call record is completed by Help Desk representative and the call is resolved or forwarded to the appropriate individual within IT for completion. IT representative is responsible to ensure timely call closure per service objectives.
Service Metrics:
|
Category |
Performance Criteria |
|
Average Call Answer Time |
95% Answered in <45 seconds |
|
1st Call Resolution |
_70- 80_% of calls resolved at initial call |
|
Average Call length |
Average Talk Time < 3.5Min |
