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Help Desk Procedures
When requesting Technical
Services (see procedures below), your work order will be classified
into either a Regular work order or a 911-work order. Regular
work orders are those in which your technical problem does not
immediately hinder work production. 911 work orders are
those instances in which you cannot perform your duties due to a
technological malfunction.
The
Technician will issue a unique work order number for your
request. To avoid duplication of work orders, use this number
when checking on the status of your request. For request other
than repairs, authorization from your Account Manager is needed.
You can also submit your request by e-mailing us at
isphelp@southtexascollege.edu,
upon receipt of e-mail, we will create a work order request
and confirmation e-mail will be sent to client.
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Procedures:
Call 872-2111
extension 4
Inform us of your technical
problem or need
Provide us with as much
information as possible: Your Name, Department,
Office phone #, location of your office and office
hours.
Provide us with your STC tag number
that is located on the System Unit (silver metal barcode
tag)
Our technician will determine if the problem can be solved
over the telephone
If problem cannot be solved over the telephone, our
technician will issue a work order number
Our technician will determine if authorization from
Account Manager is needed
Our technician will enter information into a database and
a service technician will be assigned accordingly, depending
on classification
of work order
Do not forget to write down your work order number for
future reference
HELP DESK HOURS:
Monday through Thursday 7:30 a.m. to 6:00 pm;
Fridays 7:30 a.m. to 5:00 p.m.
DURING, EVENINGS / WEEKENDS
/ HOLIDAYS:
If you have a technical emergency
and you need to reach a technician, leave a message on the telephone
system and a technician will return your call. The telephone system has an
outgoing call feature that allows clients, who feel that they have a technology
problem to contact us.
If you call the Help Desk after our hours of
operation on a weeknight, or call during a weekend, the automated system will
prompt the following message:
Thank you for calling the ISSP Help
Desk. If this is an emergency, please press 4, leave you message and a
technician will be paged to return your call. Otherwise, press 0 to
leave a message and we will return your call during working hours.
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No
person shall be excluded from participation in, denied the benefits of,
or be subject to discrimination under any program or activity sponsored
or conducted by South Texas College on the basis of race, color,
national origin, religion, sex, age, veteran status, or disability.
Produced
by IS&P Client Services 08-19-00 Version 1.01
This publication is available in an alternative format by calling (956)
872-2111. Individuals with disabilities requiring
assistance or access to receive services should contact disability Support
Services at 872-2006. |
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