Contract Partner Help Desk Service Catalog
Fully Supported Services
Definition: A fully supported service by the Help Desk means our team has ample documentation for the service and an escalation path that we can utilize for higher level troubleshooting. Please note, the Contract Partner Help Desk only fully supports University owned (work issued) devices. If you have a question regarding a personal device accessing university resources or applications, please contact the General Help Desk.
1. Access Requests and Troubleshooting
1.1: Password management and help for NetID, Active Directory (AD), and Student Information System (SIS) credentials.
1.2: Multi-factor authentication (Duo) help including bypass code creation, token troubleshooting or re-syncing, acquiring a token, set-up and more
1.3: M365 Email service account creation, access, and troubleshooting
1.4: Shared drive access/mapping and troubleshooting access issues
1.5: Static VPN requests
1.6: Remote Desktop Service (RDS) access and troubleshooting access issues
2. Software Setup and Troubleshooting
2.1: Installation, set-up, and troubleshooting of access issues for the following common software (this list is not exhaustive, if you are unsure if a software is supported by the Help Desk, please feel free to contact us):
- Microsoft 365 software such as email, calendar, word, powerpoint, excel, teams, etc.
- Google Workspace software such as: Google Drive, Docs, Sheets, Slides, Forms, etc.
- Zoom
- Box
- Webex
- Global Protect - campus VPN software
- Adobe software
2.2: Configuring printer software and queues for supported printers on managed computers
2.3: Driver installation and troubleshooting for managed computers
2.4: macOS and Windows 10/11 Operating System software troubleshooting on managed computers
3. Basic Hardware Troubleshooting and/or Repair Case Intake
3.1: Staff can provide some basic hardware troubleshooting over the phone such as walking someone through checking cable connections, trying different adapters if available, etc. For cases that we can’t solve with remote means, our staff can intake a repair case and escalate it to Departmental Support for onsite help or device drop off/pick-up.
4. Basic Campus Network Troubleshooting
4.1: Connecting to UWNet
4.2: Connecting to Eduroam
5. Cybersecurity Related Questions
5.1: Spam/Phishing inquires: Advice on if an email or other communication is spam/phishing or legitimate
5.2: Virus troubleshooting and help with running scans
6. Outage reporting for departmental support or other DoIT services
6.1: Outage reporting for departmental support or other DoIT services
7. Phone, Chat, and Email Support for Departmental Support Hybrid Conference Rooms
7.1: Phone, chat, and email support for Departmental Support hybrid conference rooms
Best Effort Services
A best effort service is a service that our team does not have internal documentation/training for or subject matter expertise on. This also includes issues or questions that do not have an escalation path with Departmental Support or another DoIT team for support. Our team will try their best to work through the issue using publicly available resources, however the issue or question may be referred to a resource that is better suited to help. Support may vary depending on the agent based on their personal experience and knowledge level with the subject matter. We may ask to keep best effort interactions short in order to focus on fully supported services that people rely on us for particularly when we are busy
1. Specific "how-to" Questions Related to a Piece of Software
1.1: Includes software offered through DoIT, for example: how to create pivot tables in Excel, how to use branch logic in a Qualtrics survey, how to format a Word doc to include columns, etc
1.2: Includes software not offered through DoIT, for example: what is the best way to prompt ChatGPT, how can I set up a third party Outlook add-in to auto-create calendar invites, etc.
2. Troubleshooting software that is not supported by DS, DoIT, or the Campus Software Library teams
2.1: Troubleshooting software that is not supported by DS, DoIT, or the Campus Software Library teams
3. Troubleshooting hardware or software issues beyond a basic level with computer peripherals such as keyboards, mice, headsets, webcams, physical VoIP phones, etc
3.1: Troubleshooting hardware or software issues beyond a basic level with computer peripherals such as keyboards, mice, headsets, webcams, physical VoIP phones, etc.
4. Recommendation asks for specific products or software
4.1: Recommendation asks for specific products or software. For example: Should I purchase a logitech mouse or an Apple mouse? Is “R” better than “SPSS” for the statistics I want to analyze?
Services that the Contract Partner Help Desk can initiate, but might or will require a hand-off to another team
DoIT is a large organization that offers a lot of services to the campus. While the Help Desk has documentation to help troubleshoot issues, we don’t have documentation or access to tools for every service. When we receive a contact for a service or issue we don’t have documentation for or requires onsite support, we will escalate the ticket to the proper technical team.
1. Departmentally owned printer hardware repair
1.1: Leased device hardware repairs should be initiated with the vendor
1.2: For other departmentally owned printers, a case will be escalated to the departmental support team (DS) to evaluate options for repair
2. Onsite support requests or issues that require onsite support. Help Desk can gather information and hand-off to our Departmental Support team. Common requests include:
2.1: Office move request
2.2: New computer pick up
2.3: Decommission computer drop off
2.4: Drop off a computer for repair
2.5: Request a temporary loaner
2.6: Set up new monitors
2.7: Install a piece of physical equipment
3. Complicated email and calendaring issues or questions. Common requests include:
3.1: Request for an email trace
3.2: Shared calendaring issues
3.3: Permission issues
4. Most data recovery requests/attempts. Common requests include:
4.1: Data recovery from O365 apps: email, calendar, teams, sharepoint, etc
4.2: Data recovery from Box
4.3: Data recovery from Google Workspace
4.4: Data recovery from Shared Drive
5. Requests to change permissions or ownership of cloud stored data. Common requests include:
5.1: Google workspace documents or drives
5.2: Qualtrics surveys
5.3: Box documents
5.4: Teams channels
6. Requests to access data that is not your own for HR or cybersecurity reasons
6.1: Includes requests to access another person’s email or place an out of office message on their behalf
7. Cybersecurity concerns or reporting. Some common examples include:
7.1: Lost or stolen device with sensitive or restricted data
7.2: Suspicious access logs to sensitive or restricted data
7.3: You can see information you feel like you shouldn’t have access to
7.4: HIPPA or FERPA data not properly protected
8. Questions regarding how to set up or troubleshoot a canvas course
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9. Request to set up a WiscWeb site and complicated questions regarding Wiscweb
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10. Issues with or questions about the campus network. Common examples include:
10.1: Campus wireless access point is not working correctly
10.2: A building ethernet jack is not working correctly
10.3: Request to create a departmental VPN portal
10.4: Issues with an already created department VPN portal
10.5: Request to update or change out networking equipment
11. Cybersecurity risk assessment requests
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12. Bulk requests such as:
12.1: Bulk service account creation
12.2: Bulk shared drive access
13. And More!
A list of DoIT offered services can be found here: https://it.wisc.edu/services/. Please note that some services ask individuals to contact them directly and include that information on their service page. The Help Desk can help navigate you to the right person or team to talk to if you are unsure
Services that are out of scope or not offered
Our Help Desk agents are highly knowledgeable, however there is a limit on the service that we can offer in order to focus on the services that people rely on us for. Most of the services that are under this category are connected to personal use applications or hardware. If the device or software that you have a question on was not supplied or purchased from the University, we do not offer support for it. It is recommended to contact the vendor for the product you have a question on as they will have the best information and access to tools that we don’t have.
1. Personal device troubleshooting and repair.
Personal devices are defined as computers, mobile devices, home network equipment including routers and modems, printers, or other devices that are not managed by departmental support and not purchased by the university
2. In-depth training on how to use software
While our staff are trained and have access to troubleshooting documentation for a wide variety of software that is offered, they are not super-users of the applications or subject matter experts on how the software is used. It is usually best to seek out training resources through the vendor or university offered resources like LinkedIn learning
3. Personal software questions/troubleshooting. Personal software is defined as software that you are not using for work or university purposes. Common examples include:
3.1: Questions about social media software
3.2: Purchasing non-work or school related apps on a smartphone or computer
3.3: Questions about using photoshop to edit personal photos
3.4: Backing up personal photos or other data
4. Support for applications or services that have their own support channels outside of the Help Desk/DoIT. Common examples include:
4.1: HRS (Supported by UW Shared Services)
4.2: SFS (Supported by UW Shared Services)
4.3: Job and Employment Management System (JEMS, supported by OHR)
4.4: Incorrect personal information showing in systems (referral to HR for employees or registrar office for students)
5. Non-laptop equipment loans
The contract partner help desk does not offer short-term equipment loans. Departmental Support does offer short-term laptop loans, however a case will need to be created and escalated to their team so they can image and prepare the laptop. The Onsite Help Desk is not a part of contract support and does not have a stock of equipment for loan outside of the laptops intended for semester-long student loans and mobile hotspots intended for travel purposes. Most peripherals, adapters, or other accessories will need to be purchased and may require a lead time.
5.1: Short-term loans for laptop power adapters
5.2: Short-term loans for video adapters
5.3: Short-term loans for computer peripherals such as mice, keyboards, external track pads, styluses, etc.
After hours support for departments with hardware supported by the Departmental Support (DS) team
In the event of an issue that can not wait until the next business day, after hours support is available. Our standard operating hours are from 7:00am to 6:00pm Monday through Friday. The Contract Support Help Desk phone number: 608-265-6900 will automatically route you depending on the time you call. The General Help Desk triages after hours support calls during their open hours and a third party answering service is available outside of General Help Desk hours. Both groups have access to an on-call list of technicians that they can contact and provide case info to. A technician should reach out within an hour or two once they are contacted.