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
• Populi Issue
• New Website Request
• License Servers
• Website Change Request
• Quickbooks
• Phones
• VPN
• License Servers
• Hardware
• Network
• WiFi
• Ethernet
• Servers & File Services
• Help Desk Administration
• Password Reset

Theo Kell:

IT Consultant

• QuickBooks
• Website Change Request
• Printers
• Email Reports
• Antivirus/Spyware/Adware
• Classroom
• Web Issues
• Broken Link
• Google Account Issue
• Email & Email List Updates
• Academic Technology
• Software