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OIT OPERATIONAL PROCEDURE

 

OBTAINING SERVICES FROM OIT

 

 

PURPOSE

 

The purpose of this administrative procedure is to outline the method for obtaining technology assistance from the Office of Information Technology.

 

 

Definitions:

 

Response – The creation of a trouble ticket and initiation of actions to resolve the problem

 

Problem Solution – The execution of the required steps needed to resolve the problem identified in a trouble ticket.

 

 

PROCEDURE

 

The following outlines the method for obtaining technology assistance from the Office of Information Technology relative to support for all administrative and academic computing systems.

 

  1. If a user of any of the computer systems has a question concerning the use of the systems or perceives a problem when using a system, the first point of contact is a Help Desk Technician on the Hillsborough Community College (HCC) Help Desk. A Trouble Ticket will be generated for every call and a ticket number will be emailed to the originator of the ticket. The help desk can be reached internally by dialing x4357 (HELP) or externally by dialing 813-253-7000 and enter x4357 when prompted.

 

  1. The Help Desk Technician will try to determine if the perceived problem is a issue that has been encountered previously. If it is, the Technician will resolve the problem or direct the user to the proper person to help resolve the issue

 

 

 

  1. If the perceived problem is unknown, the Help Desk Technician will attempt to discover whether or not the problem can be resolved immediately, i.e., requires corrective action and attempts to resolve the issue over the telephone or by remotely sharing the user’s desktop. The technician will try to make this determination within the first (5) minutes from receipt of the Help Desk call.

 

  1. If the problem solution can not be reached over the telephone or by remotely sharing the user’s desktop, the technician will enter all appropriate information into a trouble ticket and escalate the issue to Tier 2 support. The problem will then be triaged by the level of severity using the following guideline:

 

 

 

 

Priority 1

A problem or issue impacting a significant group of users or any mission critical IT issue affecting a single customer.

Example: Loss of Data or a system outage on the Phone Network, Computer Lab, server functionality, phone, or voice mail.

Response within 4 hours.

Priority 2

Non-critical but significant issue affecting a single user or an issue that is degrading the performance and reliability of supported IT services; however the services are still operational.

Example: Loss of print capability or loss of voicemail connectivity for an entire department

Initial response within 8 business hours.

Priority 3

Support requests that impact a single user and concerns non-critical software or hardware.

Example: Affects fewer than three people. Isolated hardware problems (Keyboard, mouse, display, phone, etc.).

Initial response next business day.

Priority 4

A minor service issue or general inquiry

Example: Monitor showing b/w instead of color, phone Screen not functioning.

Best effort as time allows. Initial response within three business days.

Priority 5

Adds, Moves, and Changes.

Example: Moving to a different office/department or new computer roll out

These requests will be scheduled within three business days to be completed, whenever possible, at a mutually agreeable time.

 

 

  1. If the problem solution can not be reached the tier 2 technician will enter all appropriate information in to the generated ticket and escalate the issue to Tier 3 support.

 

  1. Tier 3 support will attempt to resolve the issue and will consult external resources such as manufactures and vendors to ensure the problem is rectified.

 

  1. The status of the trouble ticket will be communicated to the originator whenever progress or new information is obtained.

 

  1. Ultimate responsibility for determining the order of work lies with the Office of Information Technology.