IT Helpdesk Ticket Assignment Guidelines

The assignment of IT Helpdesk Ticket 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 IT Helpdesk Ticket and do basic troubleshooting most tickets can be closed quickly. If not they can be escalated to the appropriate "Tier 2" IT Services staff as outlined below:

Tier 2 Support

Help Desk Techs:

Classroom and Seminar Room Setup & Use

TheoIT Kell:Staff:

IT Consultant

Library
Islandora
Populi Issue
New Website Request
License Servers
Phones
VPN
Network
WiFi
Ethernet
Servers & File Services
Help Desk Administration
Password Reset
Duo two-factor authentication
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