Information Technology Service Desk

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Introduction to SBCTC-ITD Service Desk

SBCTC-ITD is committed to providing accurate, timely, and courteous support services to the Community and Technical Colleges. To achieve these goals, the SBCTC-ITD maintains a Service Desk for its customers in support of the core administrative applications supported by SBCTC. By contacting the Service Desk, you can report problems to one centralized location at SBCTC-ITD. When you report a problem to the Service Desk, it is immediately entered into a call-tracking system and the problem is routed to the appropriate consultant or analyst for resolution.

The purpose of this web page is to provide information that will assist you in using the Service Desk to obtain help, resolve problems, report bugs, and get information about the systems and applications supported by SBCTC.

Before Contacting SBCTC-ITD Service Desk

Before contacting SBCTC-ITD Service Desk, you should observe the policies and procedures for obtaining help at your campus. Campus procedures can vary. Campus IT is often your first point of contact for system problems. Campus IT will often resolve login or connectivity problems that campus users have accessing SBCTC hosted Systems. Additionally, your college may have assigned application coordinator(s) (FAID, FMS, PPMS, SMS) who can help with local processing issues before you contact the SBCTC-ITD.

To expedite our assistance to you, please have the following information on hand when contacting tthe Service Desk.

• College name and campus
• Your name and telephone number
• Application or product (for example, FAID, FMS, PPMS, SMS, UDALink Reporter)
• Version of application or product
• An ID number for any of the following that apply: screen, report, job, job group, session, or LDEV number
• Identification number (for example, Student ID and Employee ID)
• Error message and number (screen prints can be faxed or emailed to the service desk)
• A precise explanation of the problem
• A description of the steps required to reproduce the problem
• Is this problem preventing you from continuing your daily work?

Making the Service Desk Work for You

Route all your calls, faxes, and e-mail messages requesting help through the SBCTC-ITD Service Desk. When you contact the Service Desk, the Service Desk Coordinator will route a Support Request to the appropriate SBCTC-ITD consultant or analyst. Hours for the Service Desk are 8:00 a.m. to 4:30 p.m. weekdays. By contacting the Service Desk, you will avoid delays caused by leaving messages with staff that are out of the office.

Calling the SBCTC-ITD Service Desk

Call the SBCTC-ITD Service Desk at 425-803-9721. The Service Desk Coordinator provides coverage for this phone during SBCTC-ITD's regular office hours 8:00 a.m. to 4:30 p.m. weekdays.

If your call is answered by voice-mail, please leave a detailed message, including:

• college name
• your name
• a number where you can be reached
• a description of your question or the problem you are experiencing

The Customer Support Coordinator monitors voice-mail frequently.

For each call or voice-mail message, the Service Desk Coordinator creates a Support Request and assigns it to the appropriate consultant or analyst. The consultant or analyst will contact you and give you a Support Request number; use this number when making additional calls related to the same support issue, or when faxing or e-mailing any other information regarding the support issue. If a consultant or analyst cannot return your call promptly, the Service Desk Coordinator will notify you of the delay.

Placing calls to the Support DeskService Desk guarantees that a Support Request is created and that response time is monitored. In addition, you avoid the risk of leaving a voice-mail message for someone who may be out of the office for the day.

Faxing to the Service Desk

You can also fax your questions to the Service Desk at 425-803-9652. The office hours are 8:00 a.m. to 4:30 p.m. weekdays. When you send a fax, the Service Desk Coordinator creates a Support Request and assigns it to the appropriate consultant or analyst. The consultant or analyst will contact you and give you a Support Request number; use this number when making additional calls related to the same support issue, or when faxing or sending e-mail with any other information regarding the support issue. If a consultant or analyst cannot respond to your fax immediately, the Service Desk Coordinator will notify you of the delay.

Sending a fax to the Service Desk Coordinator guarantees that a Support Request is created and that response time is monitored.

Sending Email to the Service Desk

In addition to calling the Service Desk, feel free to e-mail information regarding your question or problem to support@sbctc.edu. The Service Desk Coordinator monitors e-mail throughout the day (8:00 a.m. to 4:30 p.m.), creates Support Requests from the messages, and assigns them to the appropriate consultants or analysts. You will receive an e-mail response that includes the Support Request number, which you can use when sending additional e-mail messages related to the same question, or when faxing or calling regarding the support issue. If the consultant or analyst cannot respond immediately, the Service Desk Coordinator will notify you of the delay.

Sending an email to the Customer SupportService Desk guarantees that a Support Request is created and that response time is monitored. In addition, you avoid the risk of any delayed response which you might experience when you e-mail directly to a consultant or analyst who might be in a meeting, at lunch, or on vacation.

Email Disclaimer

Any information you submit through e-mail is not secure and could be intercepted by anyone while in transit. It is recommended that you not submit sensitive information, such as passwords, SID numbers, and PINs, over the Internet. Submit this type of information by fax, phone, or courier mail.

Because of possible delays in e-mail deliveries or problems with e-mail, please do not send any high priority requests for support through e-mail.

Using Support Request Number

When you contact the Service Desk with a problem, the Customer Support Consultant Service Desk Coordinator assigns a Support Request (SR) number to the problem. This number is used to track all calls related to the same question or problem. The SR number is the reference number for your problem and you should include it in the subject line of all faxes or e-mail messages that you send to the Service Desk. Using the SR numbers, we can monitor the current status of each call and determine who is responsible for assisting you.

Using our call tracking software, we are able to create a Support Request for each problem or request for help. We keep track of every caller's name, college, and phone number, as well as the problems and their solutions. The automated Support Request System helps us keep track of response times, who is working with you, and the current status of every Support Request.

Service Desk Hours

The Service Desk Desk is staffed from 8:00 a.m. to 4:30 p.m. weekdays. Refer to the Holiday Schedule for information about SBCTC-ITD services on holidays. If your call is answered by voice-mail, leave a detailed message including your college name, your name, a number where you can be reached, and a description of the question or problem you are experiencing. Voice-mail is frequently monitored and messages will be retrieved frequently.

After-hours voice-mail messages for the Service Desk will be retrieved beginning at 8:00 a.m. the following business day. After-hours requests which cannot wait until the next business day, such as production problems, hardware failures, or communications problems, should be directed to SBCTC-ITD Production Services at 425-803-9712. Production Services is available from 6:00 a.m. Monday through 6:30 a.m. Saturday, by emergency pager from 8:00 a.m. to 5:00 p.m. on Saturday, Sunday, and holidays.

Holiday Schedule

SBCTC will be closed for state holidays. During these closures, systems will be available but not staffed. Courier services will not be provided on these days.

Official holiday schedule

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