IT Service Desk | About Us
SERVICE DESK OVERVIEW
Information & Technology (IT) has a dedicated Service Desk to ensure the proper routing of all incoming technical support calls. The Service Desk assists customers with many technology related issues and supports the following equipment throughout the District:
- Apple Desktop and Laptop Computers
- Dell Desktop and Laptop Computers
- Lexmark and HP Printers
- Windows Servers
- OS X Servers
- Telephones
- TERMS student system
SUPPORT SYSTEM
The Service Desk Staff utilizes a three level support system:
- First Level
The Customer Service Specialist is the customer’s first contact. The Customer Service Specialist opens a Remedy Request for Service ticket to record the issue.
- Second Level
If the Customer Service Specialist cannot resolve the problem, he/she will work with a Team Lead. Assistance from the vendor representative assigned to the Service Desk may be sought at this point. If the Specialist still cannot resolve the problem, then the agent will automatically escalate the Remedy ticket to staff designated within the Remedy system. The Service Request ticket number is provided to the customer for future reference.
- Third Level
The Customer Service Analysts represent the final attempt to resolve the issue at the Service Desk level. If necessary, they will escalate the issue to an appropriate outside vendor, or escalate it to another unit within ETS, such as the Programming staff, Network, Systems staff or the Field Services Unit.
VENDOR REPRESENTATIVES
The following vendor representatives are currently assigned to the IT Service Desk:
- Apple and Bell Industries - Apple’s hardware warranty
- C&C International - Dell’s hardware warranty
- Johnson Controls - STAR (security tracking system)
