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
Rhett Frantz:
Systems & Network Administrator
- Library
- Islandora
- Populi Issue
- New Website Request
- License Servers
- Phones
- VPN
License ServersHardware- Network
- WiFi
- Ethernet
- Servers & File Services
- Help Desk Administration
- Password Reset
- Duo two-factor authentication
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
- Hardware