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
Theo Kell:

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