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Ssion Statement

Ssion Statement

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Published by: thegreyspot on Aug 03, 2009
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02/01/2013

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ssion Statement

This mission of the Help Desk
is to provide the faculty, staff
and students with a single
point of contact within the
university. We are committed
to quality help through
teamwork and a proactive
approach to identifying and
solving problems. We will
strive to exceed our
customers\u2019 expectations in our
ongoing pursuit of service
excellence.

Hours of Operation
Monday \u2013 Thursday
8AM \u2013 7PM
Friday
8AM \u2013 5PM
Methods of Contact

Phone: (941) 590-1188
Suncom: 731-1188
Email:

helpdesk@fgcu.edu
Web:
http://shark.fgcu.edu/helpdesk/ind
ex.html
Services
The Help Desk:
\ue000Monitors all administrative systems
and network lines to ensure
availability.
\ue000Serves as a central point of contact

for faculty, staff and students to report any hardware or software problems.

\ue000Assists with Username and
Password related issues.
\ue000Broadcasts information about

upcoming changes and scheduled or unscheduled network outages, or university wide upgrades.

\ue000Logs all incoming calls and
facilitates problem resolution to
your satisfaction.
\ue000Contacts the proper source to

correct any problems that we
cannot directly solve and provides
you with a solution in a timely
manner.

\ue000Communicates with all technology
departments to maintain a high
level of system availability.
\ue000Provides software training to all
faculty and staff.
\ue000Provides a central location to
check out supported software to
install on personal computers.
When calling the Help Desk
.. .
\ue000Please give us your name
and extension.
\ue000Check your screen for any

error messages that may
help us determine the cause
of the problem.

\ue000Give us an estimated time

factor when you are
experiencing a response time
problem.

\ue000Indicate which system or

software package you are
encountering a problem with
(i.e. Word, Excel, Internet
Explorer, Netscape, etc.)

Call Management

The Help Desk prioritizes calls in
accordance with their business
impact or severity.

Priority definitions:
\ue000Minor: Not critical, circumvention
possible with no operational
impact. Resolved within 72 hours.
\ue000Major: System or component

down or degraded, critical
business impact, alternative or
bypass available, resolve within 48
hours.

\ue000Emergency: System or

component down, critical business
impact, no alternative available,
bypass/recover within 4 hours,
resolve in 24 hours.

\ue000Work Order: New system or
component install or computer
moves.
Supported Software
\ue000Microsoft Office 97 (Word,
Excel, PowerPoint)

\ue000Microsoft Exchange
\ue000McAfee Virus Scan
\ue000Microsoft Internet Explorer
\ue000Netscape Navigator
\ue000Macromedia Dreamweaver
\ue000PaperPort Viewer
\ue000Adobe Acrobat Reader
\ue000Windows Media Player
\ue000Real Player
\ue000For any other software, you will

need to contact the product
vendor for support.
Supported Hardware
\ue000All faculty, and staff desktops
and peripherals
\ue000Network printers
\ue000We do not support any
personally owned computers or
peripherals
Network
Information

Domain:
fgcu_primary
Email Server: fgcu-

tarpon
University Share Folder:
//fgcu-marlin/share
Online Resources
Intranet:
http://admin.fgcu.edu:2000/
\ue000Only available to users

connected to the network on
campus or via Dial-Up
Networking.

Documentation:
http://admin.fgcu.edu:2000/compser
vices/helpdesk/documentation.htm
Training:
http://admin.fgcu.edu:2000/compserv
ices/helpdesk/training.htm
Online Help Desk:
http://shark.fgcu.edu/scripts/up.exe?
AIMACTION=vlogin
Administrative Computing
Policies and Procedures:
http://admin.fgcu.edu/compservices/c
hapter3.htm
FGCU Home Page:
http://www.fgcu.edu
Help Desk
Users Reference
Guide

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