About the Help Desk
The Help Desk provides support to the entire campus community. In addition to supporting current faculty, staff and students, the Help Desk provides limited assistance to retirees, parents and prospective students. The Help Desk consists of four full time employees under the direction of Rachel Mulry. All of the Help Desk staff are HDI certified and are committed to providing exceptional service.
The Help Desk is available to answer questions regarding any of the services that IT provides and any of the software applications that we support. They are able to assist with network configurations, software troubleshooting and training, email support and configuration, and more. The Help Desk staff uses remote tools as well as a shared knowledge base to help provide resolutions to reported issues as quickly as possible. All requests for assistance are documented in the Help Desk software. If the Help Desk is unable to resolve the issue, the ticket will be routed to the appropriate IT technician for resolution. The Help Desk makes every effort to respond to each request the same day it is received.
Service Level Agreements
In order to ensure that your requests for assistance are handled in a timely manner, service level agreements have been configured in the help desk software. Each ticket is assigned a priority based on the severity of the request. The "clock" starts running the minute the ticket is opened. As each threshold is exceeded, additional notifications are sent to the assignee to ensure that each ticket is resolved appropriately. The default SLA and thresholds appear below (business hours are calculated as 8-5 Monday through Friday).
- Emergency: 4 hour target turn around
- High: 9 hour turn around
- Medium: 24 hour target turnaround
- Low: 1 week target turnaround time
The Help Desk Staff includes
- Rachel Mulry: HDI Certified Manager, ITIL Foundations, PMP
- Barb Dietz: HDI Certified Analyst
- Gina Conklin: HDI Certified Analyst
- Jan Wellington: HDI Certified Analyst
- Janet Asberry: HDI Certified Analyst