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I.T. Department Support Options

I.T. Department Support Options. TMSL Information Technology Department. I.T. Structure. Help Desk Contact – x1120 Rings all technicians TMSL-Help@tsu.edu Tarius Anderson – x1150 Network Administrator Trina Leach – x1017 Computer Systems Assistant Stephen Zapatka – x1166

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I.T. Department Support Options

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  1. I.T. DepartmentSupport Options TMSL Information Technology Department

  2. I.T. Structure • Help Desk Contact – x1120 • Rings all technicians • TMSL-Help@tsu.edu • Tarius Anderson – x1150 • Network Administrator • Trina Leach – x1017 • Computer Systems Assistant • Stephen Zapatka – x1166 • Technical Services Specialist/Web Developer • Campus Help – 713-313-4357 • Issues with MyTSU, Blackboard, and non-TMSL issues

  3. Contacting TMSL I.T. • Ticketing System • http://ittigersupport/aexhd/winuser • Online Form • http://www.tsulaw.edu/technology/forms/equipreqform.html • Phone Support • Help Desk x1120 and TMSL-Help@tsu.edu • Both phone and email go to ALL technicians

  4. Altiris Ticketing System • http://ittigersupport/aexhd/winuser/ • Click on “TMSL Service Requests” at the lower left • Choose the category appropriate to your issue • Account Requests • Audio/Video Requests • Hardware Requests • Software Requests • Website Update • Use the Category Boxes if necessary for specific items, and fill out the Comment area with your problem description.

  5. Online Form • http://www.tsulaw.edu/technology/forms/equipreqform.html • This form allows you to contact I.T. with Service, Event, and Equipment Requests. • We will still open a ticket for all Service Related requests • We require 72 hours notice for all Events and Equipment requests • This timeline increases to 1 business week minimum for after hours requests • There is also a “Quality Survey” than can be used to communicate with the I.T. Department at the bottom of the page

  6. Phone and Email Contact • Help Desk x1120 TMSL-Help@tsu.edu • When you call x1120, it rings all available technicians. If you get Voice Mail, please leave a detailed message for your issue. Priority is given to work stoppage issues, and network or equipment failure, impacting more than one customer • The EMAIL for the Help Desk also goes to all available technicians • For general issue support, you will be contacted within 30mins-1 business hour to schedule a time to resolve your issue

  7. Support Contact Goals • Establish a consistent and efficient method of support • You should be able to contact support regardless of your situation • Maintain an informative and useful support site • Make regular contact with faculty and staff to ensure that I.T. is effectively supporting the educational process

  8. Questions/Comments

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