Computer Science Assignment (Also be a good writer)

DocID: HelpDesk SLA, Employees (10-SP08).doc Page 1 of 5

Ratified: February 2003 Revised: May 2008

Policy & Procedures

Help Desk Service Level Agreement (SLA) Department of Information Technology, Rossey Hall, Room 058, Ext. 4357

TABLE OF CONTENTS

Scope............................................................................................................1

Customer Service Statement........................................................................1

Help Desk Services......................................................................................2

Hours of Operation ......................................................................................2

Methods for Requesting Assistance/Service................................................2

Setting Priority Levels for Requests ............................................................3

Remote Desktop Access & Management ....................................................3

Hardware & Software Standards .................................................................4

Technology Inventory..................................................................................4

Customer Responsibilities ...........................................................................4

Feedback ......................................................................................................5

SCOPE

Technology support services are provided through the Department of Information

Technology Help Desk unit. This support unit is committed to delivering quality customer

service and technical solutions in support of campus wide technology. To ensure the best

possible support, the Help Desk provides NJCU Faculty and Staff with this Service Level

Agreement outlining specific services, priorities, and responsibilities related to the support of

technology.

This document represents a service agreement between the Department of Information

Technology (IT) and all New Jersey City University (NJCU) employees who use technology

and computing resources managed by IT.

Note: This service level agreement is subject to modifications in response to changes in

technology services and support needs.

CUSTOMER SERVICE STATEMENT

The Help Desk unit of IT is committed to delivering quality customer service by:

• Striving to ensure customer satisfaction

• Responding to requests for support within published time frames

• Interacting with faculty and staff in a respectful and courteous manner

• Requesting feedback for opportunities for improvement

New Jersey City University Department of Information Technology

DocID: HelpDesk SLA, Employees (10-SP08).doc Page 2 of 5

• Continuously working to improve the quality of service

• Regularly reviewing and monitoring established performance indicators

HELP DESK SERVICES

The Help Desk provides support to all University faculty, staff, and administrative personnel

who require assistance in the following areas, but not limited to:

• Computer Disposal

• Data Network/Infrastructure

• Database Management

• Desktop Hardware/Software

• E-Mail Accounts and Access

• Hardware/Software Installation

• Hardware/Software Inventory

• Information Systems – Application

Development and Reporting

• Internet access

• Network Storage

• Printer Setup/Maintenance

• Remote Access (VPN)

• Scanning Services

• Security

• Smart Classrooms

• Technology Consultation

• Technology Replacement and

installations

• Telephone/PA System

• Web Development Services

HOURS OF OPERATION

Help Desk services are available during the following hours of operation:

Monday to Thursday 8:30 a.m. to 7:00 p.m.

Friday 8:30 a.m. to 5:00 p.m.

Hours of operation are subject to change. Any modifications to this schedule will be

announced through the University STAFF email list ahead of time. For issues that arise when

the Help Desk staff is unavailable or if all representatives are busy assisting others, please

leave a request for service via voice mail at x4357 or send email to [email protected].

Requests will be processed in the order in which they are received.

METHODS FOR REQUESTING ASSISTANCE/SERVICE

Help Desk services can be accessed in the following ways:

• Phone: Call the Help Desk (�4357)

• Voice Mail: Leave a message on the Help Desk Voice Mail (x4357)

• E-Mail: Send a message with a detailed description of the request for service to

[email protected].

Information Systems Application Development and Reporting Services

New Jersey City University Department of Information Technology

DocID: HelpDesk SLA, Employees (10-SP08).doc Page 3 of 5

Please use the following specific email addresses for Information System service requests, as

described:

• Send email to [email protected] for student administration system support

• Send email to [email protected] for financial information system support

• Submit e-mail to [email protected] for Faculty/Staff listings, reports, labels

An official record is kept of all requests for assistance and forwarded to the appropriate

Application Developer for completion with a copy sent to the requestor.

SETTING PRIORITY LEVELS FOR REQUESTS

The Help Desk will make every effort to resolve issues at the time of the service call. This will be

the initial method for resolving issues before assigning a priority level. Help Desk staff will log and

assign priorities for all requests not resolved at the time of the call, based on specific definitions.

Requests will be handled according to the priority assigned to them.

The following table describes the priority levels assigned to requests for hardware/software

problem resolution with associated response and completion time commitments:

Priority* Definition Response

Time

Completion

Time

V.High

A problem that affects the entire University community

or a group of users.

Within 1 hour

Within 4 hours

High

A problem with no known workaround that affects a

single user.

Within 2 hours

Within 1

working day

Medium

A general service request or problem with workaround

solution.

Within 8 hours

Within 2

working days

Low

A service request that doe not require immediate

attention or involves long range planning.

Within 3

working days

Within 5

working days

* These priority levels were derived from staffing levels and an average call volume per month.

The Help Desk will provide an estimate of the timing for the provision of assistance and/or

services. Requests for Information Systems support will be completed within one week of the

request.

REMOTE DESKTOP ACCESS & MANAGEMENT

Depending on the availability of the technical resources, Help Desk staff will make every

effort to resolve issues at the time of the service call by using remote access tools. This will

allow a Support Analyst to access the caller’s desktop remotely for the purpose of expediting

the resolution of the call. The caller can view the activity on the local monitor as it occurs.

The Support Analyst will request and receive the caller’s consent before accessing the

machine remotely. If consent is not given, the call will be assigned the appropriate level of

priority.

Periodically, software patches and security updates will be installed remotely through an

automated system to all University supported desktop and laptop computers to ensure the

integrity of campus computers. The update/patch may be applied in the background during

New Jersey City University Department of Information Technology

DocID: HelpDesk SLA, Employees (10-SP08).doc Page 4 of 5

the local computer’s boot process or at any time the computer is running and connected to the

University network.

HARDWARE & SOFTWARE STANDARDS

The Help Desk will provide support for standardized, campus-wide hardware and software.

The list of approved hardware and software is updated regularly and can be found at the IT

website, Documents page at, http://www.njcu.edu/dept/it/documents.html.

• To ensure software license compliance, the IT Help Desk will not install any software

without proof of purchase or a copy of a license agreement.

• When purchasing computer hardware, please refer to the current hardware standards

document and select from the pre-approved list whenever possible.

• All non-standard hardware and software purchase requests must be accompanied by a

letter of justification and must be approved by the Division Steward.

• Limited support for non-standard equipment and software is also available, depending

on the availability of technical resources.

• The Help Desk offers consultation and assistance with hardware/software purchases.

TECHNOLOGY INVENTORY

The IT Help Desk is responsible for maintaining a current technology inventory, including

the software loaded, on all University-owned computers. As a result of this ongoing

inventory, you may be requested to provide a copy of a license and/or proof of purchase for

software not covered under campus-wide agreements. If a license or receipt cannot be

produced, the software should be removed from the computer until a license is purchased to

ensure license compliance.

CUSTOMER RESPONSIBILITIES

In order to facilitate the support process, members of the University Community are

requested to:

• Provide detailed information regarding service requests.

• Make every effort to be available to communicate with a Support Analyst if required.

• Provide consent for a Support Analyst to access the computer remotely when

requested.

• Leave the computer on for the time period specified when a campus-wide remote

update is announced and follow instructions provided.

• Notify the Help Desk in advance of any pre-determined required assistance.

• Check the IT website frequently for information and many links to self-help

assistance.

New Jersey City University Department of Information Technology

DocID: HelpDesk SLA, Employees (10-SP08).doc Page 5 of 5

• Exercise patience by understanding the volume of requests the IT Help Desk receives

each day and the rationale for assessing service priorities.

FEEDBACK

The IT Help Desk will be proactive in seeking feedback through follow-up calls after a

service request has been completed and through periodic online surveys. The University

community is encouraged to provide feedback regarding the Help Desk services at any time

by sending email to [email protected].

The IT Help Desk thanks you for the opportunity to be of service.