Service Desk Knowledgebase: Template: Difference between revisions
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* [http://www.lookup.cam.ac.uk/person/crsid/CRSid Firstname Lastname] | * [http://www.lookup.cam.ac.uk/person/crsid/CRSid Firstname Lastname] | ||
==Availability== | ==Availability== | ||
Revision as of 17:02, 19 November 2014
This is the ??? content page of the UCS Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this UCS service. If you are involved with the provision of this UCS service please feel free to add to the knowledge about that it.
If UIS staff need to tell the Service Desk team about problems with this service please email cs-sdadmin@lists.cam.ac.uk or ring the hotline 35464.
Return to the Service Desk Knowledgebase SERVICE PORTFOLIO
Key Service Description & URLs
- ??? - A description of the service
UIS Customer Documentation
UIS TechLink Documentation
Underpinning Services
- ??? - Any supporting or underpinning services
Customer-base for this Service
- All staff and students of the collegiate University - Who is entitled to request/view the service (TechLinks only? inc. Alumni?)
Costs
- Free to all current staff and students of the collegiate University
SLA
- ??? - Timeframes or service level agreement for fulfilling the service
Service Desk Call Handling Procedure
Escalation points and key contacts to be defined...
- RT tickets can be escalated to the ??? by changing the Queue to "UCS ???" with the Owner set to Nobody. Tell the requestor:
I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.'
- RT tickets can be escalated to the ??? by changing the Owner to ???". Tell the requestor:
I am passing this request over to ??? who, I'm sure, will be in contact shortly.
- RT tickets can be escalated by emailing ???@uis.cam.ac.uk and setting the Status to @3rdparty. Tell the requestor:
I am passing this request over to our ??? team who, I'm sure, will be in contact shortly.
- Hornbill SupportWorks?
Contacts
Primary
- ???@uis.cam.ac.uk (Goes to ???)
- ???@lists.cam.ac.uk (Goes to ???)
- Tel: ???
Other
Availability
- Monday:
- Tuesday:
- Wednesday:
- Thursday:
- Friday:
- Saturday: Closed
- Sunday: Closed
Additional UIS Staff Resources
Template:HandT
Title Person (Date)
Info…
Categorising Keywords
- A categorization or service type
