CCT Help Desk

IT Support Policies and Procedures

IT-support will be responsible for taking in requests for all hardware and software support requests at CCT. IT-support will have four primary queues and the tickets that come in that queue will be distributed to appropriate queues.

The following is the queuing system layout

• 
  • General Support
  • Research Support
  • Software Requests
  • Hardware Requests
  • Purchasing Requests
• 
  • AV Support
  • AG Support
  • Equipment Requests
• 
  • Grid Support
• 
  • Webmaster

Ticketing Handling Policies

• Once a ticket is submitted via email to any of the queues, an initial notification email will be sent to the requester within one business day, including information about the person handling the request and the anticipated due date.
• By default, all the tickets are resolved within 5 business days (7 calendar days if weekends are included).
• In case of delays for any reason, the requester will be notified immediately.
• Any unresolved ticket, past its due date, will be escalated to the next level of support.
• In case of over due tickets, the reason for the delay will be notified to the requester and appropriate measures will be taken to resolve the issue as soon as possible.