| Title | Created | Resolved | |
|---|---|---|---|
| Service Maintenance: UCB Files | Friday, May 24, 2013 - 10:00pm | Friday, May 24, 2013 - 11:59pm | VIEW |
| Service Maintenance: Microsoft Exchange | Friday, May 24, 2013 - 10:00pm | Friday, May 24, 2013 - 11:59pm | VIEW |
| Service Maintenance: Mediasite Classroom Capture | Saturday, May 25, 2013 - 6:00am | Saturday, May 25, 2013 - 6:00pm | VIEW |
| Service Maintenance: Router Upgrade (Network Outages) | Thursday, May 30, 2013 - 6:00am | Thursday, May 30, 2013 - 7:00am | VIEW |
Dedicated Desktop Support
Desktop Support provides proactive management of personal computing systems and the use of those systems to access other IT services.
Customers are assigned a technician to work with. The customer receives better service when they interact with the same technician as problems arise. The technician is already familiar with the customer’s history and has developed a relationship with that customer, he/she is capable of providing a more personalized experience as well as solving the problem in a timelier manner.
All technicians use the same processes and methodologies to support their clients which enables other members of the Dedicated Desktop Support team to respond to client requests when the assigned technician is unavailable due to vacations, illness, training or other reasons.
- Desktop Support maintains an inventory of the computing systems that are managed and provides recommendations for renewal & replacement and software upgrades.
- Desktop Support has a guaranteed 4 hour response to our customers and strives to respond in 30 minutes.
- Provides support for desktops, laptops, tablets, smart phones, printers, multifunction devices, and other personal computing devices.
- Customers of Desktop Support are enrolled in a spare computer program. In the event of a hardware failure, employees will receive a spare computer until their computer repair and returned, minimizing productivity loss and downtime.
- Desktop Support technicians follow OIT standardization best practices resulting in faster performance, reliability, better stability and greater security.
- All new software installations and updates go through a change management process including multiple testing configurations by technicians on different hardware to minimize the number of errors on the user’s computer.
- The desktop support technicians understand and comply with campus security policies. They help the computer owners understand the security policies and how to safeguard or remediate sensitive data.
- Desktop Support technicians are professionally certified with Microsoft and Apple and receive training other areas to include Active Directory, PGP, and SCCM.
- Technicians have the ability to request assistance on complex issues from Escalated Support within OIT which can coordinate troubleshooting across groups within OIT and product vendors if necessary.
Desktop Support provides complete proactive management so the client can focus on their own priorities and not expend time and effort on technology issues.
The cost of the desktop support technicians is recovered from the participating departments to include salary, benefits and position operating costs.
Dedicated Desktop Support is available to any department and is customized to fit their specific needs.
Contact David Cavalieri to discuss how Dedicated Desktop Support can be tailored to meet your department's needs.
Dedicated Desktop Support will provide individual training on software changes or operating system upgrades. They will also work with the OIT Training team to facilitate department-wide training.
Dedicated Desktop Support will also consult on hardware and software upgrades, utilizing other OIT services or on other topics related to personal computing technologies.