Hfu It Helpdesk Sla3d

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Holy Family University IT Service Level Agreement Page 1

Information Technology Services

HelpDesk

Service Level Agreement (SLA)

Effective November 13, 2012


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Holy Family University Information Technology Help Desk

SLA (Service level Agreement)

Draft Effective Date: November 13, 2012

Version Date Description Authors

1.0 11/13/12 SLA defines services,

policies, and procedures for

the University’s HelpDesk

David Slowik, Instructional Technologist

Gary Coleman, User Services Manager

Approval

Approvers Role Approval Date

Vince Milnik Technical Services Manager 11/12/2012

Important Note: This document represents an initial draft agreement. The content is

subject to changes that will be reflected in the Periodic Review.


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Holy Family University, IT-HelpDesk. SLA , DSlowik, GColeman, File= HFU-IT-Helpdesk-SLA3d, Pg 3 of 26

CONTENTS (HYPERLINKED—CLICK TO ACCESS TOPIC)

HelpDesk Introduction ......................................................................................................................................................... 4

HelpDesk Agreement Overview ...................................................................................................................................... 5

Goals & Objectives ................................................................................................................................................................ 6

Services Scope, Timing and Limitations .................................................................................................................... 6

Periodic Review ...................................................................................................................................................................... 7

New Employees ...................................................................................................................................................................... 7

Flowchart: Information Technology Services: HELPDESK SLA Process Overview ............................ 8

FAQs (Frequently Asked Questions / Requests) ................................................................................................. 12

Service Agreement Details .............................................................................................................................................. 14

Service Scope ................................................................................................................................................................... 14

Service Availability ......................................................................................................................................................... 14

Support Levels by Client Category ........................................................................................................................ 15

Contact Information ........................................................................................................................................................ 16

HelpDesk Tickets ............................................................................................................................................................ 17

Priorities and Response Times: ............................................................................................................................... 18

Service Tracking and Reporting Procedures ......................................................................................................... 19

Hardware Supported .......................................................................................................................................................... 20

Software Supported ............................................................................................................................................................ 21

Services Supported ............................................................................................................................................................. 22

Blackboard Learn and Outcomes Assessment................................................................................................ 23

VideoConferencing ......................................................................................................................................................... 23

Web Advisor ............................................................................................................................................................................ 24

Media Center Presentation Recordings............................................................................................................... 25

Support Procedures ....................................................................................................................................................... 25

Rights and Responsibilities of Users .......................................................................................................................... 26


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HELPDESK INTRODUCTION

The Holy Family HelpDesk is the first contact point for help with most technology

hardware and systems used by the university. This includes all university owned

desktop and laptop computers, printers, phones, projectors, iPads, and audio and video

equipment, WebAdvisor, and special events requiring IT support. (Blackboard help is anexception where requests for help are sent using the form at the login screen.)

The HelpDesk System creates an online support channel for the entire university,

allowing all users to submit service request including problem tickets, create and track

workflow, link appointments and tasks, and track calls made and received.

Help Desk Online Forms Submission is accessible on campus only.

Phone support is available from any location.

User Login For First-Time Users, you must click "SAVE" before you can create a ticket. Access to

Help Desk is granted via Novell username and password.

When you click Create Ticket you might get a Pop-Up Blocked Message this will appear

in a yellow box right below your URL address bar.

Click on the yellow Pop-Up bar and select Always Allow Pop-Ups From This Site.

Contact Us

By web: click User Login

By phone:

On Campus: ext. 3402

Direct line: 267-341-3402

By email: [email protected]

View Help Desk Demon strat ion (cl ick to review)

http://10.101.11.111:8080/ehelpdesk/login.glmlhttp://10.101.11.111:8080/ehelpdesk/login.glmlhttp://10.101.11.111:8080/ehelpdesk/login.glmlhttp://10.101.11.111:8080/ehelpdesk/login.glmlhttp://10.101.11.111:8080/ehelpdesk/login.glmlmailto:[email protected]://intra.holyfamily.edu/ctsintra/helpdeskdemo.pdfhttp://intra.holyfamily.edu/ctsintra/helpdeskdemo.pdfhttp://intra.holyfamily.edu/ctsintra/helpdeskdemo.pdfmailto:[email protected]://10.101.11.111:8080/ehelpdesk/login.glmlhttp://10.101.11.111:8080/ehelpdesk/login.glml


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HELPDESK AGREEMENT OVERVIEW

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between

Holy Family University and University Students, Faculty and Staff for the provisioning of

IT Department HelpDesk Services required to support and sustain technology

resources.

This Agreement remains valid until superseded by a revised agreement mutually

endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually

understood by the primary clients This Agreement does not supersede current

processes and procedures unless explicitly stated herein.

This service level agreement has been written in support of Holy Family University

Students, Faculty and Staff. It outlines the technology support provided by the Holy

Family IT Department, including the Help Desk, to the faculty and staff of theUniversity. It outlines the procedures used to process requests and problems that are

reported.

Parties Involved are all HelpDesk Clients including:

HF Technology Support

All units reporting to the Vice President, Information Technology

All full and part-time Students

All Academic Units including the Colleges of Arts and Sciences. Education,Nursing, Business, and DEL (Division of Extended Learning).

Athletics

All other University administrative units

Any other University administrative units not reporting to the college/schools

exempted below.


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GOALS & OBJECTIVES

The purpose of this Agreement is to ensure that the proper elements and commitments

are in place to provide consistent IT HelpDesk service support and delivery to our

students and employees.

The goal of this Agreement is to obtain mutual agreement for IT service provision

between all clients and the IT Department’s HelpDesk staff.

The objectives of this Agreement are to:

Provide clear reference to service ownership, accountability, roles and/or

responsibilities.

Present a clear, concise and measurable description of service provision

Match perceptions of expected service provision with actual service support &

delivery.

SERVICES SCOPE, TIMING AND LIMITATIONS

Includes all Holy Family University owned computer and audio/video hardware,

software, and networks investments serviced through the IT HelpDesk.

Services include resource purchases, installations, repairs, and upgrades.

The IT Staff will work on network access for student or employee privately owned

technology.

Response and service completion times will be affected by the following factors.o Day of week and time of day request received

o Request complexity

o Ability to satisfy request using existing resources versus requiring

acquisition of additional technology and/or human resources.

o Holidays

o Severe weather conditions

o Ownership: University owned hardware and software will receive higher

priority.

o

Problem Volume: Issues affecting more people will receive higher priority.


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PERIODIC REVIEW

This Agreement is valid from the Effective Date outlined herein and is valid until further

notice. This Agreement should be reviewed at a minimum once per fiscal year;

however, in lieu of a review during any period specified, the current Agreement will

remain in effect.

All IT Department Managers (“Document Owner”) are responsible for facilitating regular

reviews of this document. Contents of this document may be amended as required,

provided mutual agreement is obtained from the primary stakeholders and

communicated to all affected parties. The Document Owner will incorporate all

subsequent revisions and obtain mutual agreements / approvals as required.

Review Period: Recommended review and update every 6 months

Previous Review Date: NA

Next Review Date: March 29, 2013

Periodic reviews wil l be coordinated by the University ’s Instructional

Technologist.

New Employees

Supervisors need to provide the HelpDesk with a written request for support services

related to each new employee. The information required includes:

Name, title, and location information needed in creating network and systemaccounts such as telephone access, networked computer access, email, Datatel,

Blackboard, ETC. as needed.

Hardware requirements including PC versus Mac, location and specific computer

and peripheral needs such as local versus networked printer and printer type.

Software requirements

Please provide this information as much in advance as possible to ensure that the

new employee has the tools they need to perform their job.


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FLOWCHART: INFORMATION TECHNOLOGY SERVICES:

HELPDESK SLA PROCESS OVERVIEW

The following page provide diagrammatical overviews of the IT HelpDesk Services

Request Processes. All day-to-day technology requests for help are channeled through

Holy Family University’s HelpDesk System. From there, request are fulfilled by the

HelpDesk Staff, or forwarded to another technology support unit within the University.


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FAQS ( FREQUENTLY ASK ED QUEST IONS / REQUESTS )

The following are quick answers to frequently asked questions regardingHoly Family University technology services. Further details a re provided

in subsequent pages.

1) When can I speak to someone at the HelpDesk?The HelpDesk’s regularly staffed hours are as follows:Monday-Thursday: 7:45 AM until 8:45 PMFriday: 7:45 AM until 3:45 PMOther Times: Send a request by submitting a HelpDesk Ticket using theonline form at the University’s Home Page. There is a l ink at thebottom of the HomePage screen. http://www.holyfamily.edu

2) PASSWORDS: I cannot log into (various HF systems)Password changes are among the most frequent requests for help. Logging into theUniversity PCs and various networks requires a User Name and Password. A) New students are sent a letter from the Registrar that includes their user names

and passwords when they register for courses. It includes your accessinformation for accessing all HF systems.

B) New employees will be given all necessary login information by HR when theyare hired.

C) USERNAME versus PASSWORD

1. In most cases, the same login USERNAME is used for logging into anetworked PC (as in labs or offices) and for WebAdvisor.

2. However, the PASSWORD is often different for each system andaccount that you use.

3. Accessing Google accounts including Email4. Blackboard user names and password are linked to those for any of our other

systems at this time. However, new students are given the needed login info withtheir course registration letter.

Note: You have the option of changing your password so that theyare all the same. However, they wil l not automatically stay the

same. E.G., If you change your Blackboard password, it wil l notchange your Email / network / W ebAdvisor password.

3) Student: Why can’t I see my course in Blackboard? A) Your course may not be using Blackboard. Check with your instructor.

http://www.holyfamily.edu/http://www.holyfamily.edu/http://www.holyfamily.edu/


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B) You may not have been enrolled in the Blackboard component of your course.Check with your instructor to see if they are using the system, and if you need toself-enroll yourself.

C) The course may not yet be made “Available”. Check with your instructor.

4) Student: why can’t my notebook / laptop connect to the Internet? A) Clean Access software: You need to log into the Holy Familynetwork using a program called “Cisco Clean Access”. All MicrosoftWindows XP, Vista and Windows 7 computers used in the residence halls andfor wireless access throughout the campus are required to install the Clean

Access Agent client software to connect to the university network. You will alsobe required to install Microsoft critical OS updates and patches as well as an

Anti-virus program with latest virus definitions. Macs also now require the Clean Access Agent.

B) Connect to hfuinet network: The wireless network for student access iscalled hfuinet . Your userid and password, and the Clean Access agent are

required to connect. Your wireless laptop should automatically seethe hfuinet wireless network.

Additional Assistance

Several technology training guides, and other FAQs, are available online at the Holy

Family University website. Following are the Internet addresses to check.

1) Computer Technology Services Home: http://extra.holyfamily.edu/cts/index.shtml

From the HomePage, click the Administration tab (top right section of screen), and thenclick Computer Services.

2) Technology Training Website: Direct link is located under “Quick Links” at the

left side of the University’s Home Page .

http://extra.holyfamily.edu/cts/index.shtmlhttp://extra.holyfamily.edu/cts/index.shtmlhttp://extra.holyfamily.edu/cts/index.shtmlhttp://extra.holyfamily.edu/cts/index.shtml


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SERVICE AGREEMENT DETAILS

The following detailed service parameters are the responsibility of the HF IT Department

in the ongoing support of this Agreement.

SERVICE SCOPE

The following Services are covered by this Agreement for all Holy Family

locations.

Staffed Phone Support

Google Email Monitored Support (HelpDesk Request Forms)

Planned or Emergency Assistance including Event Planning

Hardware Installation and Maintenance

Software Installation and Maintenance

SERVICE AVAILABILITY

Coverage parameters specific to the services covered in this Agreement are as

follows:

Telephone support : Calls received out of office hours will be forwarded to a

mobile phone and best efforts will be made to answer / action the call,

however there will be a backup answer phone service

o Monday – Thursday: 7:45 A.M. - 8:45 P.M.

o Friday: 7:45 A.M. -3:45 P.M.

o Special Scheduled Events Support or Emergency Support only

HelpDesk Email support: Monitored

o Monday –Thursday, 7:45 A.M. - 8:45 P.M.

o Friday, 7:45 A.M. - 3:45 P.M.

Email requests received outside of regular, posted HelpDesk hours will becollected, however no action can be guaranteed until the next working day

Saturday – Sunday: Support limited to scheduled events support and

emergency needs in classrooms and residences.

NOTE: Severe weather conditions will obviously impact the ability to satisfy IT

Service Requests.


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Other Exceptions: Non-emergency or special event support will not be

available when the University is closed due to holidays, administrative

closings, or inclement weather.

SUPPORT LEVELS BY CLIENT CATEGORY

Full Time Faculty and All Staff Requests

The Help Desk consists of full and part time staff. They will attempt to satisfy requests

remotely via phone or email in providing the fastest feasible response. For other

requests by full-time employees, the following options exist.

1) The IT Staff will conduct office visits to assist with their technology problems; or

2) The requesting employee can visit one of the IT Department’s service locations

tailored to various needs as outlined here.

ETC 105: HF Network Login, I.D. Cards, Google Mail, and University-owned notebook /

laptop problems

Adjunct Faculty Requests

The Help Desk will attempt to satisfy all appropriate requests remotely via phone or

email in providing the fastest feasible response. For other requests by part-time adjunct

faculty, the following options exist.


laptop problems

Student Requests

The Help Desk will attempt to satisfy all appropriate requests remotely via phone or

email in providing the fastest feasible response. For other requests by full or part-time

students, the following options exist.


laptop problems


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CONTACT INFORMATION

To report problems or request services for technology support:

By phone:

On Campus: ext. 3402

Direct line: 267-341-3402

By email: [email protected]

Holy Family University faculty, staff and students have the option to place service

requests and report problems via telephone, or by submitting a web form from the

University’s Home Page.

If a phone technician is assisting other customers, the customer will have the option to

hold for the next available technician, or complete an online Help Desk Request Form

that automatically logs a call into the Help Desk database.

All requests and problems are recorded in a database that is used by everyone in HolyFamily. Calls will be escalated to the proper support groups within the University.

Requests via email Request Form will be entered into Help Desk database as a record.

We will respond to email requests within one workday of receiving the email regular

working hours that the University is open.

Response Times:

Requests received Sunday through Thursday after the listed hours will be answered:

the next business day.

Requests received Friday after 3 P.M., or on Saturday or Sunday, will be answered

during the following Monday assuming that the University is open.

mailto:[email protected]:[email protected]:[email protected]:[email protected]


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HELPDESK TICKETS

Al l requests for techno logy help require you to submit a HelpDesk Request.

Al l requests are entered as “t ickets” in to the HelpDesk System. You can

completed the ticket on your own from the University’s “Computer

Technology Services” website at http://extra.holyfamily.edu/cts/helpdesk.shtml

You can view a demonstration of this procedure.

Click on View Help Desk Demonstration

http://extra.holyfamily.edu/cts/helpdesk.shtmlhttp://extra.holyfamily.edu/cts/helpdesk.shtmlhttp://extra.holyfamily.edu/cts/helpdesk.shtmlhttp://intra.holyfamily.edu/ctsintra/helpdeskdemo.pdfhttp://intra.holyfamily.edu/ctsintra/helpdeskdemo.pdfhttp://intra.holyfamily.edu/ctsintra/helpdeskdemo.pdfhttp://intra.holyfamily.edu/ctsintra/helpdeskdemo.pdfhttp://extra.holyfamily.edu/cts/helpdesk.shtml


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PRIORITIES AND RESPONSE TIMES:

The Help Desk will use the following guidelines in prioritizing requests and will strive to

resolve the problem within the target timeframe. Actual resolutions may be shorter or

longer depending on the volume of requests at any one time, as well as the specifics of

a given request. However, a minimum of 80% of all requests will be satisfied within thetarget periods.

Requests Received Monday through Thursday During Regular Working Hours

Note: Requests sent after Friday 3:45 PM, or on Saturday or Sunday will be addressed

after the HelpDesk opens (typically Monday 7:45 AM)

Priority CriteriaResponse to Problem

(Within)

Life

Threatening

Problems with life saving hardware such

as Fire and Security Systems

24/7 Immediate Response

Urgent Mission critical and there is no

workaround available.

Example: Classroom technology is not

functioning as needed pending a class.

Technicians will attempt an

immediate response and

resolution.

High Affects one to five individuals, no

workaround available. Example:

Computer with critical data won’t boot

1 business hour

Medium Affects fewer than five people,workarounds available.

Example: Problem using office PC, but

others available

4 business hours

Low Does not require immediate attention.

Example : Upgrades to a new version of

MS Office when existing installation is

functioning well and similar in features

and benefits.

3 business days


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SERVICE TRACKING AND REPORTING PROCEDURES

All requests are logged into the Problem Management System (Footprints). Aticket is completed by a Help Desk Specialist, or forwarded to appropriate levelfor research for completion. Help Desk Specialists or the accountable person’s

Manager is responsible to ensure timely response per stated service objectives. Client Services personnel will conduct random follow-up.

Service Metrics:

Category Performance Criteria

Average Wait Time 95% of calls answered in less than 30 seconds

Call Abandon Rate Goal Less than 5%

First Call/Contact Resolution Goal 60% of calls resolved at initial call/contact

Customer Satisfaction Rating Satisfaction rating of a 4.5 (out of 5.0) or higher New Equipment Installations 95% Installed in less than 6 business days once

equipment arrives in IT


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HARDWARE SUPPORTED

The Help Desk will provide support for university-owned, standardized, campus-wide

hardware. Support is provided for classroom technology including projectors, document

workstations, SmartBoards, faculty podium hardware, and printers and scanners. The

same support is provided for office equipment as appropriate. The support provided willbe installing and maintaining the hardware and related software. Non-routine hardware

maintenance may be provided by approved vendors, and will typically exceed the in-

house service time goals.

Some Help Desk and other IT staff are available for consultations on purchasing

hardware for campus faculty and staff applications. The specific individuals will vary by

the nature of the needed support. All new hardware purchased will be setup by the IT

Network Staff.

The Help Desk will assist in setting up University-based email on University-owned cell

phones and other devices including iPads.

Data Migration for New, Recycled or Reformatted Computers

The Help Desk will assist clients with backing up their document and all other files,

desktop settings, browser favorites/ bookmarks and email (contacts and calendars).

Personal photos, videos and music on Holy Family University computers will need to be

backed up by the individual to DVD or external drives.

Individual faculty and staff employees are ultimately responsible for regularly backup up

their personal files to their network folder and to their portable storage devices (E.G.,USB Flashdrives, Portable Harddrives).


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SOFTWARE SUPPORTED

Computer Operating Systems

- Windows XP Pro SP3

- Windows 7- Mac OSx 10.5 or later

Computer Applications Software

Help Desk will install the following software from a site license at no charge to

department. Support will also include troubleshooting installations, and providing

assistance on how to use hardware and software. The Holy Family University

Technology Training Website provides additional help to all stakeholders on these

topics. Some of the supported operating systems and applications are:

Microsoft Office 2007 and 2010 (Word, PowerPoint, Excel, Access)

Internet Browsers (Google Chrome, Mozilla Firefox, Internet Explorer, Safari)

Google Accounts apps including Email

Blackboard Learn and Assessment Tools

SMART Technologies

Antivirus Software

SPSS Statistical Software

Survey Research

Skype Video Conferencing

Anti-Plagiarism Systems

Third Party Software

Software not listed that departments, faculty or staff want installed on computers must

have the software media and proof of license. Installing third party software can affect

the computers performance. Therefore. the IT Department Staff will need to review non-

standard software needs with each client/user to ensure the appropriateness of the

various options.

Please note: A minimum lead time of 6 weeks is required for review and installation of

3rd Party Software.

iPad Tablet Software

Software applications are the responsibility of the individual employee or student. The

one exception is access to the University’s network which is supported by the IT

HelpDesk Staff.


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SERVICES SUPPORTED

The Help Desk (ext. 3403 or by completed online Help Desk Request Form) provides

support for all faculty and staff in the following areas, but not limited to:

Network access and security including passwords Internet access using wired and wireless connections

Training in using Blackboard and computer and A/V hardware and software

Network storage for employee accounts

Hardware and software Installation and configuration settings

Printer use and repairs

Computer and other technology tools purchasing advise

Specific Support Contacts Tailored To Specific Employee Client Needs

Support Category Support Staff Location Support Days &

Times

HF Network Login Help Desk Online Form @ HFUHomePage or via phonex3402

M-Th 7:45 AM-8:45PMFri 7:45 AM – 3:45PM

ClassroomTechnology

Help Desk Online Form @ HFUHomePage or via phonex3402

M-Th 7:45 AM-8:45PMFri 7:45 AM – 3:45PM Sat-Sun: PerSpecial Request

Office Technology Help Desk Online Form @ HFUHomePage or via phonex3402

M-Th 7:45 AM-8:45PMFri 7:45 AM – 3:45PM

PC and iPadHardwareInstallation andRepairs

Help Desk Online Form @ HFUHomePage or via phonex3402

M-Th 7:45 AM-8:45PMFri 7:45 AM – 3:45PM

Photo ID IT Staff ETC 105 M-Th 7:45 AM-8:45PMFri 7:45 AM – 3:45

PMBlackboard: AllSupport Needs

Blackboard Administrators

Email link at BlackboardLogin screen

M-F 8 AM – 5 PM

All TechnologyHardware andSoftwareTrainingNeeds

InstructionalTechnologist

[email protected] or ext. 3402

M-F 9:30 AM – 5:30PM (Exception:Days off since only1 employee)

mailto:[email protected]:[email protected]:[email protected]


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Student Support Contacts

Photo ID IT Staff ETC 105 M-Th 7:45 AM-8:45PMFri 7:45 AM – 3:45PM

HF Network Login Help Desk Online Form @ HFUHomePage or viaphone x3402

M-Th 7:45 AM-8:45PMFri 7:45 AM – 3:45PM

Blackboard: AllSupport Needs

Blackboard Administrators

Email link at BlackboardLogin screen

M-F 8 AM – 5 PM

All TechnologyHardware andSoftwareTrainingNeeds

InstructionalTechnologist

[email protected] or ext. 3402

M-F 9:30 AM – 5:30 PM (Exception: Daysoff since only 1employee)

BLACKBOARD LEARN AND OUTCOMES ASSESSMENT

All Blackboard Support is provided by Blackboard Administrators via phone, email, or in-

person visit to Blackboard Administrator (ETC 4 th floor). You can contact the HelpDesk

to request help with Blackboard just as with all other requests for IT support.

The Blackboard login screen offers a direct link to sending requests for Blackboard help.

See the following statement at the login screen: “For problems or questions about

Blackboard @ Holy Family University, please send us an email by clicking here.”

VIDEOCONFERENCING

The University conducts videoconferencing for online and hybrid Distance Learningcourses as well as for administrative meetings. Support includes the followingvideoconferencing environments.

(A) Videoconferencing Systems Owned by the University: This includes systemslocated in auditoriums, the Newtown Multimedia Room, and similar facilities.

(B) PC / Mac Based Systems: Skype-type videoconferencing conducted using PC /Mac computer systems.

mailto:[email protected]:[email protected]://extra.holyfamily.edu/cts/bbrequest.asphttp://extra.holyfamily.edu/cts/bbrequest.asphttp://extra.holyfamily.edu/cts/bbrequest.aspmailto:[email protected]


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WEB ADVISOR

WebAdvisor provides access to the Datatel Colleague System through the internet. The

system identifies your Class Roster, provides entry of course Grades, and other related

tools. You can access your class roster, enter grades, search for classes, view yourclass schedule and find information on your advisees.

How do I access WebAdvisor?

Go to www.holyfamily.edu and click on WebAdvisor at the top right corner of your

screen.

When the WebAdvisor screen opens, click on Log In

Enter your User ID

and Password

Your name will

appear on the

Welcome page

when you log insuccessfully. You

can then choose

the appropriate

menu Students –

Faculty – Employees.

Click On the appropriate tab to enter the main menu for faculty, student, or employee.

If you need assistance or have questions on WebAdvisor, please call the Helpdesk at

(267) 341-3402 or email at [email protected]

You may also contact us by clicking here to complete an online WebAdvisor Request

Form. (The address is http://extra.holyfamily.edu/cts/warequest.asp)

http://www.holyfamily.edu/http://www.holyfamily.edu/http://www.holyfamily.edu/mailto:[email protected]:[email protected]:[email protected]://extra.holyfamily.edu/cts/warequest.asphttp://extra.holyfamily.edu/cts/warequest.asphttp://extra.holyfamily.edu/cts/warequest.asphttp://extra.holyfamily.edu/cts/warequest.asphttp://extra.holyfamily.edu/cts/warequest.asphttp://extra.holyfamily.edu/cts/warequest.asphttp://extra.holyfamily.edu/cts/warequest.asphttp://extra.holyfamily.edu/cts/warequest.aspmailto:[email protected]://www.holyfamily.edu/


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MEDIA CENTER PRESENTATION RECORDINGS

The IT Department provides recording support for classroom presentations that can be

posted from Blackboard, or from faculty websites. The MediaSite Systems are:

1) ETC 105 to ETC 1112) Portable MediaSite System temporarily set up in various classrooms.

SUPPORT PROCEDURES

Request Requirements

Technology support requests need to provide the following information:

Name, department, phone number, location of computer or other equipment

A clear description of the problem or other support needed.

Students must also provide their Student ID as listed on their University ID Card

IT Staff Service Procedures

1. Document the request or problem

Requests or problems will be captured by telephone or email

2. Log the call into the database

The technician will open a call in the HelpDesk database for all problems and

requests from the information provided by the user. Limited troubleshooting will

take place during the initial phone call. Follow ups will be done in Step 3.

3. Assigning calls

All calls logged in the database will be assigned to the appropriate technology

support technician or appropriate support group within the HelpDesk Group.

The technology support technicians will contact the customer or the alternate

contact to follow up on the call. Contact will be made via phone and/or email.

4. Close the calls

All actions taken to resolve the call will be recorded in the database. After the

call is successfully resolved the call will be closed.


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RIGHTS AND RESPONSIBILITIES OF USERS

Students, Faculty and Staff Technology Users

If a user needs to install software as part of their work responsibilities, then their

supervisor must approve them to be added as “Power User” to the university owned

computer.

Everyone is responsible for reading and adhering to University Policy on Technology

and Internet Use. The Computer Use Policy Statement is located at the University’s

Website.

The direct policy link is http://extra.holyfamily.edu/cts/usepolicy.shtml
http://extra.holyfamily.edu/cts/usepolicy.shtmlhttp://extra.holyfamily.edu/cts/usepolicy.shtmlhttp://extra.holyfamily.edu/cts/usepolicy.shtmlhttp://extra.holyfamily.edu/cts/usepolicy.shtml

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