Service Desk Knowledgebase: Template: Difference between revisions
From Computer Laboratory System Administration
Jump to navigationJump to search
No edit summary |
|||
| Line 9: | Line 9: | ||
==Key Service Description & URLs== | ==Key Service Description & URLs== | ||
* [http://www.cam.ac.uk/cs/ ???] - ''A description of the service'' | * [http://www.cam.ac.uk/cs/ ???] - ''A description of the service'' | ||
* [http://news.uis.cam.ac.uk/articles/cindex UIS News - All current articles] | * [http://news.uis.cam.ac.uk/articles/cindex UIS News - All current articles] | ||
Revision as of 17:09, 19 November 2014
This is the ??? 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 cs-sdadmin@lists.cam.ac.uk.
Return to the Service Desk Knowledgebase SERVICE PORTFOLIO
Key Service Description & URLs
- ??? - A description of the service
- UIS News - All current articles
CL Customer Documentation
CL 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 ???@cl.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.
Contacts
Primary
- ???@cl.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
