Service Desk Knowledgebase: Verex: Difference between revisions
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[[Category:Service Desk Knowledgebase | [[Category:Service Desk Knowledgebase]] | ||
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This is the Verex 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 Verex 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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==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:// | * [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''') | ||
==CL Customer Documentation== | ==CL Customer Documentation== | ||
* [http://www.cam.ac.uk/cs/ ???] | * [http://www.cam.ac.uk/cs/ ???] | ||
==CL | ==Further CL Sys-Admin Documentation== | ||
* | * ??? | ||
==Underpinning Services== | ==Underpinning Services== | ||
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==SLA== | ==SLA== | ||
* | * N/A | ||
==Service Desk Call Handling Procedure== | ==Service Desk Call Handling Procedure== | ||
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==Hints, Tips & Know Issues== | ==Hints, Tips & Know Issues== | ||
'''Title''' [http://www.lookup.cam.ac.uk/person/??? Person] (Date) | '''Title''' [http://www.lookup.cam.ac.uk/person/??? Person] (Date) | ||
---- | ---- | ||
==Categorising Keywords== | ==Categorising Keywords== | ||
* | * Verex | ||
Revision as of 17:58, 20 November 2014
This is the Verex 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
- ??? - A description of the service
- Computer Laboratory News (Twitter use @UC_CL_SysAdm)
CL Customer Documentation
Further CL Sys-Admin 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
- N/A
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
Hints, Tips & Know Issues
Title Person (Date)
Categorising Keywords
- Verex
