Service Desk Knowledgebase: Operator Tasks: Difference between revisions

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==Key Service Description & URLs==
==Key Service Description & URLs==
The operation processes are to install and move hardware and to install and update the operating system when a machine is re-deployed.  In addition telephones and network connections are maintained.  Unused equipment is to be reclaimed and unused wiring to be removed.
* [http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo SysInfo] main page.
* [http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo SysInfo] main page.
* [http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk SysInfo/Helpdesk] page.
* [http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk SysInfo/Helpdesk] page.

Revision as of 16:46, 27 January 2015


This is the Operator Tasks 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

The operation processes are to install and move hardware and to install and update the operating system when a machine is re-deployed. In addition telephones and network connections are maintained. Unused equipment is to be reclaimed and unused wiring to be removed.

CL Customer Documentation

Further CL Sys-Admin Resources

Underpinning Services

  • ??? - Any supporting or underpinning services

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

Escalation points and key contacts to be defined...

  • RT tickets can be escalated to the sys-admin team by changing the Queue as sys-admin with the Owner set to Nobody and the Status set to new.
  • RT tickets can be taken from the oper queue by the oper team. When the work requested has been completed the ticket should be set to new, the owner to nobody and the queue to sys-admin.

Contacts

Primary

Other

Availability

  • Monday to Friday 9-5

Hints, Tips & Known Issues

Title Person (Date)

Categorising Keywords

  • Machine moves installation network patching telephones
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