Bascom Platinum Handling Information

CONTRACT PARTNER
SUPPORT
(Pick 5)		 This document pertains to a Help Desk departmentally supported desktop contract. If the Help Desk receives a call, chat, or email during Help Desk Contract Partner Support business hours (7:00 AM to 6:00 PM, Monday through Friday), transfer the customer to Pick 5. After business hours, please follow After Hours Handling. See Transferring a Customer to Help Desk Contract Partner Support for more information.

Overview of Bascom Platinum and the required call information.

DoIT Departmental Support provides departmental support and LAN administration for Bascom related departments. Bascom users include the Chancellor's Office, Provost, Vice Chancellor for Administration, Dean of Students, Graduate School, and others. For a list of supported departments, see Bascom Platinum Departments Supported by Departmental Support

The DoIT Help Desk is the single point of contact for Bascom Platinum customers. Platinum customers are eligible for standard Help Desk support on all services, including forwarding to level 2 groups (e.g. WiscMail, SIS, etc). Any unresolved departmental issues should be forwarded to Departmental Support technologists on-site at Bascom Hall.

  • Service Users: Includes high profile campus leaders and campus administrators. Users are located primarily in Bascom Hall, the Red Gym and Olin House.
  • Availability:  Departmental Support provides on-site support from 8:00AM - 4:30PM, Monday - Friday. See the HDQA Notes for after hours support.
  • Server Information: Several servers are located on campus, including the DoIT platform and AIMS. Departmental Support is working to consolidate all Bascom servers to the DoIT platform.
  • Unique Support Conditions: Callers will identify themselves as "Bascom Platinum" customers. Callers will contact us for:

    • Support Category 1: The Help Desk provides support to Bascom Platinum customers as normal. WiscIT incidents should be escalated as normal for issues with DoIT provided services (e.g. Learn@UW, Microsoft 365, etc.).
    • Support Category 2: For desktop issues that can't be resolved at the Help Desk, open an incident and forward to Departmental Support. Support Category 2 products include: Novell Server and LAN (including all networked services such as printing, requests for new accounts), request to have software installed, etc.
    • OUTAGES: Handled by HDQA and SNCC under established outage procedures.
    • The Help Desk must respond to any incoming emails within one business hour.
    • Audio Video (A/V) support for the Secretary of the Academic Staff and the Secretary of the Faculty Senate department's monthly meetings is handled by DoIT PTE. If someone calls regarding A/V support for these monthly meetings, please refer the customer to contact Don Fleischman at 262-1628.

Select an appropriate service, category and subcategory from the options below.

  • Service: DoIT Departmental Support

    • Choose from category and subcategory.

For ALL cases, gather the following minimum required information:

Clear, detailed description of the issue

Complete customer contact information

Use the "Set DS Specifics" one-step to populate the specifics screen for Departmental Support incidents. All relevant fields in this specifics screen should be completed.

Below you will find information about shared/networked resources for Contract Partners:

  1. DoIT Supported Network Printer List
  2. Add a Network Printer
  3. DoIT Departmental Support - Shared Drive List
  4. DoIT Departmental Support - Connecting to a Shared Drive (Windows and Mac OS)

During business hours, if a high priority, non-outage support request comes to the Help Desk, CPS staff should contact DS in the following order:

Non-Emergency

Send a message Microsoft Teams message to the 'HDL2' channel in the appropriate Team. Include the case number and as much detail about the issue as possible in the message.

Urgent or Emergency

  1. Attempt to contact a DS Technician using the above method
  2. If the above contact method fails, ask a Service Desk agent to help you find someone from Departmental Support to help.
  • Forward non-outages issues to Help Desk Level 2 for handling.
  • All outages (business hours and non-business hours) are handled by SNCC.
  • Departmental Support 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 Departmental Support technologist at 608-516-2905 and send the case to the appropriate WiscIT group.
  • After hours: See "After Hours Handling".

N/A. If a VIP customer informs the Help Desk of an outage with a service, handle the outage as appropriate for that service.

  • After hours support is best effort. Unresolved incidents 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 contact the Departmental Support staff below to bring the support request to their attention. Departmental Support staff will decide what support will be provided.
    1. Brad Thome 206-9579 (cell)
    2. Chris Poser 216-6825 (cell)

See Also


Keywords:
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Doc ID:
19077
Owned by:
Wanjiru P. in DoIT Help Desk
Created:
2011-07-07
Updated:
2025-03-20
Sites:
DoITDepartmentalSupport-internal, DoITHelpDesk-internal, DoITStaff-internal, hd-cps-internal