Service%20Request%20Desk

1
Service Request Desk

• How we can help each other, help each other.

2
Request Line Purpose

• Point of contact for faculty and staff to
  communicate hardware and network related issues
• Issues are documented and referred to the
  appropriate area of expertise in Computing
  Services

3
How to contact us

• You can call for service re computing hardware
  or network issues on campus at x88925. Off
  campus call 503-838-8925.
• You can email the Service Request Desk _at_
  ucshelpdesk_at_wou.edu . Emails are dealt with as
  quickly as phone calls. They also allow you to
  attach pictures of error messages or other
  helpful info.

4
Service Request System

• Our Service Request Reps have been directed to
  gather key bits of information. This information
  is entered into our Service Request System.
• This web application was developed, and is
  currently maintained, by student programmers.
• This application enabled us to create a list of
  users that includes their office phone number,
  room number, and department.
• If you happen to remember us when you move around
  campus, we like to keep this information up to
  date.

5
Trouble Shooting

• There are things you can do before you call in an
  issue.
• Try rebooting the machine. Dont just restart
  it, turn it off completely by pushing the button
  on the machine.
• Is it plugged in? Is the power strip turned on?
• Try other applications to see if they experience
  problems.
• Try other printers.
• Does it work on a different machine?
• Try a different browser.
• Try it again. We all make mistakes.

6
Information we need from you

• Who are you?
• To what department do you belong?
• What is your room number and building?
• With whom should future contacts be made?
• If you are a student or temporary worker, who is
  your direct supervisor?
• What is the WOU ID of the machine that is giving
  you grief?
• A complete description of the issue that prompted
  the call.
• All the results of any trouble shooting you did
  on your own.

7
Additional useful information

• A little time gathering information on the first
  call can save a lot of time and frustration.
• If you arent going to be in your office, is
  there someone who can let us into your office?
  Where do we find them? Would you prefer to be
  present? Is it best to call before we come over?
• The information in Error Messages is very useful.
  Either write them down or send a copy of the
  screen to ucshelpdesk_at_wou.edu .

8
What happens then?

• After a task is created in the system, an email
  is automatically sent to the client.
• This email reflects what the Service Request Rep
  entered into our system and sends you a Task ID.
• Should you need to call with additional
  information or an update on your task, using this
  Task ID can speed up the process.

9
Who sees the task?

• The Service Request System is checked regularly.
  During the work day, I doubt a 15 minute period
  goes by without the list being checked by
• Technicians
• Service Request Representatives
• Network Admins and Support
• Classroom Support

10
Priority?

• We take similar tasks on a first come first serve
  basis.
• Our main goal is to keep people working and
  providing service.
• A problem that has shut down your productivity
  completely, skyrockets your issue to the top of
  the list.
• For example
• If you are standing in front of 50 students and
  are unable to continue your lecture, your task
  tops the list.
• If you are able to print to another printer or
  even limp along in your job, other tasks may take
  priority.

11
We aim to serve!

• All suggestions are welcome. If you email them
  to ucshelpdesk_at_wou.edu they will get routed to
  the appropriate person.
• You can also call and talk to Travis or Bill in
  person, if they arent in their offices, leave a
  message and they will get back to you.
• Remember x88925 or ucshelpdesk_at_wou.edu for all
  Computing Service Requests!