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.
Service Goal:
- To keep the White Board and Telephone System up-to-date _95_% of the time for all critical issues.
- Whiteboard and Telephone is updated every hour 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.
Procedures:
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When multiple customers call the Help Desk with the same problem, the calls are escalated to a critical level of severity.
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The Help Desk pages the appropriate person in IT to notify them of the incident ticket.
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The Help Desk is responsible for creating the message on the White Board and Telephone System.
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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.
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Help Desk will update the White Board and Telephone System when notified by the person in IT.
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When a problem is resolved the person in IT will notify Help Desk with detailed information about the problem resolution.
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Help Desk will put an update on the White Board and Telephone System about problem resolution.
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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 __6/1/2009___________ Date
