iTicket Assignment Guidelines

The assignment of iTickets go directly to the Help Desk Administrator with the expectation that 70-80% of the tickets will be successfully resolved by the Help Desk Administrator and Help Desk Techs. These would be the "Tier 1" incidents: this includes troubleshooting network physical layer issues (is the cable patched in and power is on), classroom and seminar room use, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, printing and printer maintenance, and assistance with navigating around application menus. Generally, the Help Desk Administrator is Tier 1 Support for most issue categories, but there are exceptions.

Using the basic method of "5 W's: Who, What, Where, When, Why" to evaluate the iTicket and do basic troubleshooting most tickets can be closed quickly. If not they can be escalated to the appropriate "Tier 2" iTech staff as outlined below:

Tier 2 Support

Help Desk Techs:

Classroom and Seminar Room Setup & Use

Gavin Sonne:
Help Desk Administrator

Help Desk Administration

Printers

Email Reports

IT Equipment Checkout

Antivirus/Spyware/Adware

Classroom

Web Issues

Broken Link

Michael Radojevic:
Systems Analyst

Academic Technology

Audio/Video

Email & Email List Updates

Hardware

Network

WiFi

Ethernet

Servers & File Services

Software

User Account / Password

Password Reset

Google Calendar

Moodle Issue

Populi Issue

Page Error

Other

Rhett Frantz:
Systems & Network Administrator

Library

Islandora

New Website Request

License Servers

Website Change Request

Quickbooks

Phones

License Servers