Service Desk Knowledgebase: Sys-Admin: Difference between revisions
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This is the Sys-Admin content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it. | This is the Sys-Admin content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it. | ||
If CL staff need to '''''tell the Service Desk team''''' about problems with this service please email '''[mailto:sys-admin-aside@cl.cam.ac.uk sys-admin-aside@cl.cam.ac.uk]'''. | If CL staff need to '''''tell the Service Desk team''''' about problems with this service please email<br /> '''[mailto:sys-admin-aside@cl.cam.ac.uk sys-admin-aside@cl.cam.ac.uk]'''. | ||
Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']] | Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']] | ||
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==Additional CL Staff Resources== | ==Additional CL Staff Resources== | ||
* | * ??? | ||
==Hints, Tips & Known Issues== | ==Hints, Tips & Known Issues== | ||
Revision as of 17:52, 20 November 2014
This is the Sys-Admin content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it.
If CL staff need to tell the Service Desk team about problems with this service please email
sys-admin-aside@cl.cam.ac.uk.
Return to the Service Desk Knowledgebase SERVICE PORTFOLIO
Key Service Description & URLs
- Local System Information
- The RT ticketing system
- Email rôle addresses within the department
- http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk - CL Sys-Admin Documentation Home page
- Computer Laboratory News (Twitter use @UC_CL_SysAdm)
CL Customer Documentation
- An Introduction to the Computing Facilities at the Computer Laboratory
- Frequently Asked Questions
- A–Z index of local system administration pages
Further CL Sys-Admin Documentation
- Drill down from http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk
Underpinning Services
- Network, RT, Mail
Customer-base for this Service
- All staff and students of the Computer Laboratory
Costs
- Free to all current staff and students of the Computer Laboratory
SLA
- N/A
Service Desk Call Handling Procedure
- RT tickets can be escalated to the Sys-Admin team by changing the Queue to "sys-admin" with the Owner set to Nobody. Tell the requestor:
I am passing this request over to our Sys-Admin team who, I'm sure, will be in contact shortly.
Contacts
Primary
- sys-admin@cl.cam.ac.uk (Goes to RT sys-admin queue)
- Tel: Not available
Other Computer Laboratory:
University Information Services:
Availability
- Monday: 10:00-17:00
- Tuesday: 10:00-17:00
- Wednesday: 10:00-17:00
- Thursday: 10:00-17:00
- Friday: 10:00-17:00
- Saturday: Closed
- Sunday: Closed
Additional CL Staff Resources
- ???
Hints, Tips & Known Issues
Title Person (Date)
Categorising Keywords
- Sys-Admin Help Desk Helpdesk Service-Desk Service Desk
