Service Expectations and Engagement Process
The Technical Support Center (TSC) is the first point of contact for all IT issues, including desktop-related issues. The TSC performs triage/intake for technology users experiencing problems or limitations requiring solutions beyond the user’s capability. Most of the calls are concluded in a matter of minutes, with the solution provided over the phone or by remote-control methods. A ticket is created for each service rendered, for tracking, trending and planning purposes.
If the TSC cannot resolve the issue – either through normal efforts or because the service needed will obviously require on-site effort – the work ticket is transferred to the proper resource in Desktop, or other ITS service line. If the work is not defined as a work-stoppage, the work will be queued up on a first come/first serve basis and a desktop technician will contact the ticket owner within two business days to schedule the work. A customer always has the option to call back the call center and change the priority to a work-stoppage, which will incur a cost (see below).
Desktop Services That Do Not Incur a Labor Charge
Desktop services that do not incur a labor charge are non-urgent in nature and are generally handled on a first-come, first-serve basis. Some requests may be handled in a slightly different order due to the type of problem, geographic location, technician availability or to ensure efficient use of university resources. Customers will be provided an estimate of when work will begin on their ticket. Departments are encouraged to schedule Recurring Technician Site Visits (RTSV) to maximize efficiencies.
RTSV’s are an agreed upon schedule (typically twice a month) between Departments, Schools or Colleges with IT Desktop for onsite support. Usually 1 or 2 staff or faculty are designated as the point of contact for the group and maintain a list of any minor or non-critical IT tasks that need to be worked on. Prior to the scheduled support window, an IT technician contacts the designated coordinator to determine if there is IT work to be performed. If there are no tasks, then the onsite support visit is cancelled. If there are tasks, the technician goes onsite and works on the task list provided by the customer. This allows for a more efficient use of time.
Services are available to employees of the UA system located in the Anchorage bowl geographic area and employees travelling to this area. Service to visiting faculty, contractors, and other non-UA individuals conducting business on campus is provided on a best effort basis as resources allow. Technician-to-technician support is available to community campuses.
No labor charge desktop services include:
- Desktop technical services provided at the customer location
- Hardware and software troubleshooting and repair
- Hardware and software purchase processing including research and advice, selection, ordering, receiving, configuration and delivery and installation at the customer site.
- Recurring Technician Site Visits (RTSV)
- Warranty work (Dell and Apple)
- Mass computer replacements
- Secure computer decommissioning
- Automated software deployments and updates
- New employee setup
- University owned mobile devices using the standard configuration
Desktop Service Requests Incurring a Labor Charge
Some services are above and beyond the basic service, requiring fees. Those services include, but are not limited to:
- Immediate service (work stoppage) - Gives the requestor the option to pay for immediate service if waiting in a first-come, first-serve queue is not acceptable based on the nature of the issue or other extenuating circumstances.
- Forensics - Typically requested by General Counsel or Risk Management. Infrequent, but highly time consuming, specialized technical services.
- Labs - A computer lab is billed for services beyond simple software updates deployed automatically.
- Facilities Projects – Usually involves new build-outs or moving of computer equipment.
- Non-UA sponsored Campus Events – Occasionally, Desktop support services are requested to support campus events that are sponsored by outside (non-UA) companies/groups.
- Other Projects – These often large and specialized work efforts require major time investments due to detailed analysis, research and planning and usually require several technicians to simultaneously implement. Most have an inflexible timeline and do not fit the first-come/first-serve model.
- Out of Warranty Repairs – Labor charges for hardware repairs performed on a computer that is not covered under warranty.
- Personal Requests – Requests that are personal in nature or on personal equipment.
- Unsupported Software – Software not covered by software assurance/maintenance or not supported at UAA.
- Managed Print – Service requests for UAA's managed print workstations and printers. Note that departments are not charged for this work. The Managed Print service incurs these costs.
Out of Scope Desktop Services
Some tasks are considered non-technical and are considered out of scope for Desktop Services. These include, but are not limited to:
- Cleaning or dusting hardware and peripherals
- File folder organization and management
- Building computer furniture, stands, etc.
Hardware / Software Costs
The cost to purchase hardware and software is not included as part of the free Desktop service. However, as a convenience to customers, purchases can be made through the service and then billed back to the requestor. Common items purchased via this method include:
- The cost for computers, parts, peripherals, etc.
- The cost of original and/or upgraded software