Help Desk internal IT support is provided by [Link for document 41848 is unavailable at this time] as a DoIT Departmental Tech Support - Handling Information (Contract Partners) agreement.

DS supports the following systems at the Help Desk:

• Help Desk Floor Image Change Requests - Requests that do not have a valid business need may be reviewed by HD Operations.
• Workstations - Workstations receive regular maintenance by DS technicians. Non-urgent issues will be handled during these maintenance windows. The urgency of a request will be determined by DS.

DS does NOT support the following systems at the Help Desk:

• ACD Monitor Issues/Outages - ACD monitor support is handled by Help Desk full-time staff. If there is an outage, please report the issue in the FTE Consulting Microsoft Teams Channel, or reach out to a full-time staff member directly. When reporting an issue, please include the time of the issue and a detailed description.

• Network or AD outages - If a Help Desk workstation or multiple workstations are unable to logon to Campus AD or lose general internet connectivity, please follow standard handling procedures for Campus Network or AD outages.

Select an appropriate service and type. For all services, unless there is a specified type listed below, select the most appropriate type from the WiscIT "type" drop down menu.

• DoIT Departmental Support
• Email Service Accounts
• Endpoint Management
• General Computer
• Hardware
• Managed Security Layer
• Mobile Device Management
• Network Drive
• Networking
• OS Deployment Services
• Printing
• Purchase Request
• Security
• Service Inquiry
• Software
• Windows Access Facility

For ALL incidents, gather the following minimum required information:

✔ Clear, detailed description of the problem

✔ Complete customer contact information

Copy/paste the following additional required information into the WiscIT Description field:

Click the text box to select all, copy with Ctrl+C.

Example Case:

• Your NetID: bbadger
• Service Tag (found on top of the workstation): H9X0DP2
• The workstation number(Help Desk map in KB 135): 16
• Name of Application experiencing problem, needing to be updated or requiring installation: Windows 10
• Detailed problem description: The computer has an error message saying "no hard drive found"
• Any troubleshooting steps taken to resolve (if applicable): Restarted a few times and still getting that error.

• Forward non-outages issues to Help Desk Level 2 for handling.
• All outages (business hours and non-business hours) are handled by SNCC.
• DS staff are located on-site during business hours.
• During business hours, if a high priority or urgent, non-outage support request comes to the Help Desk, forward to Help Desk Level 2 for handling. A Help Desk Level 2 Agent will make voice contact with a DS technologist at 608-263-7237 and send the case to the appropriate WiscIT group.

During business hours, if a high priority, non-outage support request comes to the Help Desk, Help Desk Level 2 should make voice contact with a DS technologist at via Teams and send the case to the appropriate WiscIT group.

For a visual depiction of this workflow, see the following image: Process Diagram

1. The Help Desk receives one or more customer contacts for an issue that is identified as a potential outage.

2. HDQA checks the outages page for any related open planned outages. HDQA then chats SNCC via Service Support Chat Room and confirms an outage should be declared.

3. If an outage is identified, SNCC should immediately begin creating an Outage.

4. HDQA receives the Incident from the agent(s) who handled the initial contact(s).

5. HDQA creates a problem in Cherwell by selecting New > Problem. HDQA then fills out the fields in the Identify and Classify section of the Problem with the information they gathered from the Incident(s). For assistance with Problem creation, reference: Help Desk Training - Create a Problem in WiscIT without the Problem Manager or Help Desk Training - Create a Problem in WiscIT with the Problem Manager.

   

6. When the Problem has been created and saved, HDQA clicks the team name in the Owned by pane and assigns the Problem to 'SNCC-Sysops' or 'SNCC-Network' as directed by the service handling doc or SNCC staff.

   

7. SNCC receives the Problem and links the Problem to the Outage from the Problem screen.

8. HDQA links the original Incident(s) and any additional relevant Incidents they have received to the Problem. For instructions on performing this step, see WiscIT - Linking an Incident to a Problem.

9. As calls continue to come in, Help Desk agents should link the Incidents to the Problem themselves. Level 1 agents should simply save the Incident at this stage; do NOT resolve these Incidents or escalate them to HDQA.

10. When the outage is resolved, SNCC will go into the open Problem and select the Resolve Attached Incidents link on left side of screen; this will email all customers that their Incidents should be resolved. The email will direct customers to contact the Help Desk if they believe the issue is still occurring.

    

11. If the problem needs follow-up investigation, SNCC will assign the Problem to the appropriate team.

After hours support is best effort. Unresolved cases should be escalated to Help Desk Level 2 for AM review. In the event of a high priority, non-outage request for service after normal Help Desk Level 2 support hours, HDQA can review: DoIT Departmental Tech Support - Handling Contract Partners After Hours.