| Repair Requests: In order to facilitate communication and monitor
service, the I.T. Department Help Desk will be the
established point of contact for all technical support.
District staff can submit repair requests either online or
by calling the Help Desk at 854-6670.
All repair requests created by either of these methods
will be addressed by a member of the I.T. Department.
All repair requests will require the user to furnish
the following information:
- name or employee number
- location
- room number
- serial number of the device (hardware repairs only)
- detailed description of the problem
In servicing repair requests, District technicians
may restore the operating system, network operating
system, anti-virus software, and productivity suite
(Microsoft Office). Reinstallation of additional
software (including drivers for peripherals) and
files is the responsibility of the user. While the Department will make a reasonable attempt
to restore equipment to service, it reserves the
right to designate equipment unsupported, based on
its service record. Procedure:
- The user will submit a request for service to
the I.T. Help Desk. If the user does not receive
an acknowledgement of the request within 48 hours,
he/she should resubmit it.
- Within one week of receiving the request, a
District technician will respond with the status
of the request:
- repaired (restored to an operable state)
- retired (not cost effective to repair it;
removed from service)
- forwarded (to the manufacturer or vendor)
- pending (with an explanation and tentative
date for completion)
- Once a request for warranty repair is forwarded
to a manufacturer or vendor, the report will be considered
closed. It is the responsibility of the user to contact
the Help Desk if the equipment was not serviced.
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