Service Desk Knowledgebase: Template

Template:UCSKnowledgebase

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 News - All current articles

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

• Firstname Lastname

Availability

• Monday:
• Tuesday:
• Wednesday:
• Thursday:
• Friday:
• Saturday: Closed
• Sunday: Closed

Template:HandT

Title Person (Date)

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Categorising Keywords

• A categorization or service type