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IT Support Procedure Change
In order for us to keep support costs low and remain effective with minimum staffing, we will now use the following methodology for service support requests:
1. All calls will continue to be submitted by the customer via e-mail to Pedsys@ucsd.edu or the website: http://pedshelpdesk.pediatrics.ucsd.edu This generates a service call number which will be used in reference to the support call. Follow up questions to resolve the issue may be collected by e-mail or phone call.
2. Departmental support staff will schedule a phone appointment with you. We expect that you be available at your computer at the time the appointment is made. The support member will collect as much information as possible to direct the call to the appropriate personnel or if possible, resolve the issue. Sending as much information as to the nature of the problem in the initial support request will expedite the resolution process.
3. If unsuccessful, the support member will ask permission to connect to your computer remotely to resolve the issue. Some of these sessions may be recorded and reviewed later for use in training, compliance, or customer satisfaction training. We expect most issues to be solvable at this point.
4. If the issue is one that cannot be resolved by one of these mechanisms, the problem can usually be narrowed down to two potential issues, a networking or hardware problem.
a. For networking issues, the support member will work with you and ACT or Hillcrest Network Group to resolve the issue.
b. For hardware issues, the support member will work with you and Dell Computer Inc. as long as the machine is under warranty. Dell or a subcontractor will come to the site and replace defective components. We highly recommend that machines that are no longer under warranty be replaced or relegated to non-critical functions.
c. If the machine is no longer under warranty, the customer can:
i. Have the defective hardware brought to our location for evaluation.
ii. Take the product to ACS Microcomputer support for diagnosis (recharge service)
This policy will be effective immediately and without exception. The department does not reimburse IT staff for travel, so please don’t ask. |