Arboretum 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. |
DoIT Departmental Support provides desktop support and LAN administration for the Arboretum.
The DoIT Help Desk is the single point of contact for Arboretum customers. These customers are eligible for standard Help Desk support on all services, including forwarding to level 2 groups (e.g. WiscMail, SIS, etc). Any unresolved desktop issues should be forwarded to the "US-DS Desktop Contract" team in Cherwell for additional troubleshooting if necessary.
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Service Users: The service is available to all Arboretum staff.
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Availability: Monday - Friday, 9:00 AM - 5:00 PM.
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Server Information: N/A
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Unique Support Conditions: Callers will identify themselves as "VIP" customers. Callers may contact us for:
- Support Category 1: The Help Desk provides support to Arboretum customers as normal. WiscIT cases should be forwarded 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 a case and forward to Departmental Support. Support Category 2 products include: DoIT Enterprise Storage, request to have software installed, etc.
Select an appropriate service, category and subcategory from the options below.
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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:
- DoIT Supported Network Printer List
- Add a Network Printer
- DoIT Departmental Support - Shared Drive List
- 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
- Attempt to contact a DS Technician using the above method
- If the above contact method fails, ask a Service Desk agent to help you find someone from Departmental Support to help.
- Forward non-outage issues to Help Desk Level 2 for handling.
- All outages (business hours and non-business hours) are handled by SNCC.
- DoIT 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 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 for the Arboretum is best effort by Help Desk only. Unresolved cases should be escalated to Help Desk Level 2 for AM review.