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Service/Help Desk

The Spelman Technology Services' Service Desk is committed to providing the College community with exemplary customer service.

Eligibility

Faculty, Staff, Students

Features

The Service Desk performs the following:

  • Central point of contact for all STS incidents and service requests
  • Banner, Moodle, Email password resets
  • Create guest wireless accounts
  • Create cross-registered student network accounts
  • Respond to priority classroom calls
  • Provide Ethernet, USB drives, AV cables (Fee associated)
  • Walk-in assistance with basic technology questions
  • Address basic technology questions via phone/remote desktop support

Service requests can be placed via

Critical or very important time sensitive requests should always be phoned into the STS Service/Help Desk.

Only non-critical requests should be emailed. Emailed requests submitted after 4 p.m. on Monday-Thursday and 3 pm. Friday will be responded to by 10:00 a.m. the next business day.

Service/Help Desk services are available Monday-Friday 8 a.m. - 6 p.m. After hours, limited phone support is available Sunday-Thursday, 6 p.m. - 8 a.m. and Friday & Saturday, 8 a.m. - 12 midnight

 

Service Level Agreement:

(*) – 1st response via voice or email from assigned STS representative 

 (**) – Resolution time is barring parts or third-party vendor service required to complete service 

PRIORITY LEVEL 

DEFINITION 

1ST RESPONSE BY SUPPORT TECHNICIAN (*) 

RESOLUTION COMPLETION TIME (**) 

Option 8 

Class, Meeting, or Demonstration in progress 

5 minutes 

At time of service call 

1 or  

Senior 

1. Affects multiple people significantly. 

2. User’s primary system is inoperable. There is no other system available to continue work. 

3. Password resets 

24 hours 

24 hours after 1st Response by Support Technician 

2 

1. Affects one or more people significantly 

2. System performance is extremely slow. 

3. New user accounts 

24 hours 

48 hours after 1st Response by Support Technician 

3 

1. Affects one or more people but work can still be performed. 

24 hours 

72 hours after 1st Response by Support Technician 

4 

Requests 

24 hours 

5 business days 

Projects and Changes to existing environment(s) 

1. Implementation of new hardware or software application 

2. New implementation of hosted applications 

3. Changes to existing applications or hardware 

48 hours 

1. Depends on scope and complexity of the project 

2. A change request or STS project will be opened to plan and track activity.