Staffing: Currently OTIS has 6 full time Information Support Specialist reporting to a help desk supervisor. This staff is supplement with two part-time positions.
Calls to the helpdesk: Helpdesk staff log into an ACD system (Automatic Call Distribution System – Avaya BCMS) and answer helpdesk calls while they are at their desks. Calls route to the next available agent in a uniform manner. Callers are given the option to leave a message when all agents are busy.
Hardware and Software Support : Helpdesk technicians are able to support the hardware (Dell equipment) at the desktop and questions regarding the use of software applications (like Word, Excel, etc.). Because of the wide variety of software in use at System Administration they must rely on knowledge-bases, support forums, and other help files to supplement their expertise in this area (see RightAnswers)
Hardware Supported: |
Major Software Supported: |
Dell Desktop |
Windows XP |
Dell Laptops |
Mac OS 10 |
PDA’s |
Microsoft Office |
Printers (IKON, Personal, Label) |
DreamWeaver |
Peripherals (thumb drives, flash drives etc.) |
Filenet |
|
Worksite |
|
Extra! |
|
Adobe Acrobat and Reader |
|
VPN Client |
|
DynaCom |
Helpdesk Tickets
Helpdesk tickets are created using CA Unicenter ticketing system. Tickets are logged and assigned to OTIS staff. The helpdesk Technicians receive ticket notification on their mobile devices (Blackberries), as they are often away from their desks. Customers receive an email message when the ticket is opened showing a description of the issue, and are notified when the ticket is closed showing a resolution.
Technicians are required to acknowledge the ticket and resolve within the following SLA:
Helpdesk Ticket Priorities
- Priority 1 - Customer is unable to perform duties and no alternate procedure exists. (Examples: computer blue screen error or computer fails to boot). Customer can expect a technician will contact and see them within an hour of the ticket being created.
- Priority 2 - Customer is able to work at acceptable level awaiting service appointment. (Examples: unable to print to a particular printer or slow computer issues) Problem has not caused work to stop or there is an alternate procedure to resolve the issue. Customer can expect a one business day response by the technician
- Priority 3 - Situation is not time sensitive, customer is able to work without the service being done immediately or work is scheduled. (examples are, reformat machine, new keyboard/mouse setup) Customer can expect completion within 3 days of ticket being created.
