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Service Name: Lynda.com

Description:

The Department of Human Resources and Computing and Communications provide free video-based online software, business and personal development training courses to faculty, staff, students and retirees through a cost-effective arrangement with Lynda.com. More than 1,400 self-paced courses are available anywhere you have an internet connection. Licenses are offered on a two-week rotational basis. If you would like to find out more, or to register, contact the C&C Service Desk at 864-4595 or help@mun.ca.

What’s included:

  • Provide free access to Lynda.com.
  • Keep customers informed on request status and progress.

How to request this service:

By phone, fax, email or in person

Service Desk
HH-2012
Tel: 709-864-4595
Fax: 709-864-3514
E-mail:help@mun.ca
Website: http://www.mun.ca/cc/services/servicedesk.php

Out of Scope:

  • Do not offer Memorial University credit courses.
  • Not available to MUN alumni and the public .

Who can avail of this service:

  • Memorial University faculty, staff, students and retirees.

Availability:

  • Lynda.com is available 24/7 365 days via the internet.

Response Times:

  • The Service Desk responses within one business day for account requests.

Processes and Tools:

  • Clients require valid usernames and passwords to access Lynda.com.

Accountabilities and Key Roles:

  • IT Consultants record, monitor and facilitate incident resolution through client interaction via email.
  • IT Consultants enter client information in Lynda.com to create a client’s Lynda.com account.
  • IT Consultants send welcome emails from Lynda.com to clients to activate their accounts.
  • A Senior Service Desk Analyst works with staff to ensure that key performance service targets are met.
  • ITIL Incident Process Manager (Service Desk Supervisor) ensures the quality and integrity of the incident management process is followed.

Key Performance Indicators:

  • Email response time
  • Lynda.com usage

Revision: August 2013
Service Owner: Supervisor, C&C Service Desk

 

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