Sinclair Community College Technical Help Desk White Board and Telephone System Service Expectation
Agreement Customers: Sinclair Community College students, staff and faculty.
Mission: The Help Desk’s goal is to provide students, faculty and staff with up-to-date information on critical issues.
Location: 13004 Contact Name: Jeanna Reedy, Manager Help Desk & IT Labs
Phone: 512-4357 (HELP)
Services Covered: Service Desk Express (SDE)- Part of the Help Desk call tracking software called White Board and Telephone System.
- To keep the White Board and Telephone System up-to-date _95_% of the time for all critical issues.
- Whiteboard and Telephone is updated until fixed.
Critical refers to System-wide network problems or issues affecting multiple users
Scope: Business Hours: Monday – Sunday 6:00 a.m. - 12:00 a.m.
When multiple customers call the Help Desk with the same problem, the calls are escalated to a critical level of severity.
The Help Desk pages the appropriate person in IT to notify them of the incident ticket.
The Help Desk is responsible for creating the message on the White Board and Telephone System.
The person in IT to whom the ticket is assigned is responsible for keeping Help Desk up-to-date on all critical issues, with any changes and updates to the status of the problem.
Help Desk will update the White Board and Telephone System when notified by the person in IT.
When a problem is resolved the person in IT will notify Help Desk with detailed information about the problem resolution.
Help Desk will put an update on the White Board and Telephone System about problem resolution.
The Help Desk will be responsible for closing the White Board and the critical tickets in Magic.
Summary:Help Desk will notify students, faculty and staff when incidents are escalated to a critical level of severity, Re; servers, ISIS , e-mail …. At anytime students, faculty and staff can login to Service Desk Express Self Service (look at the electronic bulletin board) or call the Help Desk at 512-4357 (listen to system wide announcements), look at announcements on my.sinclair.edu or our.sinclair and get the current status of all critical incidents at Sinclair Community College.
_Jeanna Reedy_______ Help Desk Manager __1/1/2010___________ Date