This week and next week we will be looking at different models of support - how the help desk will operate, and the nature of interactions with end-users. The slides are in the support tab.
support service levels - what are the service level targets for each category of support issue does this contain of identifying a issue as a error and stating what targets are set to resolve the issue
You would need to consider what the different categories are (e.g. high, medium and low), what falls into these categories, and how you would deal with these. For example, the server going down is more serious than one printer needing a replacement ink cartridge. You would need to consider how quickly you would need to respond to each type of issue, and how long it would take before you would expect to resolve it.
The current department is Network and Information Systems Services (NISS). When the new help desk is set up, there is a re-branding to Information Systems Services and Technology (ISST) to differentiate from the previous department, where there was no formal help desk.
support service levels - what are the service level targets for each category of support issue does this contain of identifying a issue as a error and stating what targets are set to resolve the issue
ReplyDeleteYou would need to consider what the different categories are (e.g. high, medium and low), what falls into these categories, and how you would deal with these. For example, the server going down is more serious than one printer needing a replacement ink cartridge. You would need to consider how quickly you would need to respond to each type of issue, and how long it would take before you would expect to resolve it.
DeleteYou might find the most recently uploaded slides helpful as well. Please see the support tab for details.
DeleteI am stuck on the iSST Help desk. What does ISST stand for and could you explain this part further. Thank you :)
DeleteThe current department is Network and Information Systems Services (NISS). When the new help desk is set up, there is a re-branding to Information Systems Services and Technology (ISST) to differentiate from the previous department, where there was no formal help desk.
DeleteThanks that was helpful :)
ReplyDeletewhat do you mean by where the help desk is located ???
ReplyDelete...as in - where will it be? which location...
DeleteI am stuck on the iSST Help desk. What does ISST stand for and could you explain this part further. Thank you
Deletesee other answer on the topic.
Delete