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Service Name: Service Desk (Help Desk)

Description:

The Service Desk acts as a single point of contact for all Memorial University faculty, staff, and students. The Service Desk is responsible for facilitating the restoration of normal operational service with minimal business impact on the customer.

What’s included:

  • Providing solutions or temporary work-around using the Service Desk knowledge base and/or C&C web page documents.
  • Following the documented processes to validate incidents and regular change requests, and recording these processes into an electronic tracking system.
  • Using available diagnostic tools to determine the root cause of incidents.
  • Reassigning to secondary support units as required.
  • Keeping customers informed on request status and progress.
  • Closing all incidents and ensuring clients are notified of closure.
  • Recording all consultation requests and notifying the support team responsible for the consultation.
  • Monitoring systems after hours - The Service Desk staff actively monitor the health of server environments and work with systems administration staff to resolve service issues occurring outside normal business hours.

How to request this service:

 

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

Service requests can also be submitted via completion of an on-line form.

Who can avail of this service:

Memorial University faculty, staff and students.

Availability:

  • The Service Desk is open 8:30 a.m. – 5:00 p.m. Monday to Friday
  • Summer hours are 8:30 a.m. – 4:30 p.m. Monday to Friday.
  • After Hours Systems Monitoring: Fri. 6:00 a.m. - 8:30 a.m. and 5:00 p.m. - 12:00 a.m. Health checks are performed on academic staff holidays.
  • The Service Desk operates with reduced staffing during Non-academic (Administration only) Statutory Holidays: Mid-March holiday, Victoria Day, Discovery Day, Mid-July holiday, Regatta Day
  • The Service Desk is closed for holidays that are both Academic and Administrative Holidays.

Response Times:

  • Phone calls will be answered 90% of the time within 1 minute. A queuing system is in place to facilitate phone calls in an orderly manner.
  • The email queue is monitored on a real time basis during regular business hours and replied to within 1 business day.
  • All efforts are made to resolve requests/issues immediately; however, secondary support resolution times will vary depending on the issue and service affected.
  • Frequently requested services that are supported upon the first call to the Service Desk are listed below:

Service Type

Resolution Time

Password Reset
Password Unlocks

<10 minutes
<10 minutes

Virus Scan
USB Key

<20 minutes

Wireless Setup

<20 minutes

Email setup

<20 minutes

Processes and Tools:

  • Reset and unlock passwords for MUN faculty, staff and students.
  • Record, monitor, and close incidents using a ticket tracking system (Remedy).
  • Access MUN Faculty, staff, and students accounts (LDAP) for troubleshooting purposes.
  • Campus Card lookup: Access to some campus card information for identification and verification.
  • Access to wireless/MUN Dial-up account information.
 

Accountabilities and Key Roles:

  • Service Desk Supervisor: The supervisor is responsible for managing the daily operations of the Service Desk with the primary purpose of providing a single point of contact for all client incidents and service requests relating to services offered by Computing and Communications.
 
  • ITIL Incident Process Manager: As ITIL incident process manager, the Service Desk Supervisor is responsible for ensuring the quality and integrity of the incident management process, including coordinating day-to-day execution of the process, monitoring, evaluating, and recommending process changes, and communicating new or modified incident management policies throughout the department.

Key Performance Indicators:

  • Telephone response times
  • Incident resolution times
  • Client survey results

Revision: January 2011


Service Owner: Service Desk - Michael Winsor, Service Desk Supervisor

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