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Help Desk Policy

Purpose

The purpose of this policy is to ensure that:

  • The University community is informed about the applicability of policies and laws with regard to the Help Desk and that Help Desk services are used in compliance with these policies and laws.
  • Users of the Help Desk are informed about confidentiality, privacy, and security applicable to Help Desk services.
  • Disruptions to University Help Desk services and activities are minimized.

Scope

This policy applies to all University staff, faculty, administrators, officers and students (collectively, "users"), including those on the regional campuses and Extended Learning sites.

Policy

Official Use

  • The Help Desk services are University resources and are intended to be used for teaching, research, service, and administration in support of the University’s mission.
  • Faculty, staff, and other authorized persons who are affiliated with the University may use Help Desk services when engaging in activities related to their roles in the University.
  • Help Desk services are provided to students who require assistance in using or accessing the MIX as well as those who require assistance with network connectivity and live in University housing.
  • Access to the OIT Help Desk is a valuable tool and is a privilege with certain accompanying responsibilities. The same standards of conduct that are expected of students, faculty, and staff regarding the use of other University facilities, services, and resources apply to the use of Help Desk services.

Personal Use

  • Help Desk services may not be used for personal purposes.

Confidentiality and Security

  • OIT protects the security of all information. Any electronic information gathered in the attempt to meet customer support needs is protected by security practices.

Help Desk Services Provided

  • GroupWise
  • Telecommunications
  • OIT Network
  • MAP Financial Systems
  • MIX Student System
  • Student Housing Connectivity
  • Hardware Repair
  • STAR System connectivity
  • Extension Services
  • OIT Training and Publication Services
  • ListServ Requests
  • WVNET Dial-up Accounts
  • Client access to OIT Networks
  • Desk-Side PC Support – Departments with a support agreement only
  • Telephone-based PC Support – Departments with a support agreement only

Response Goals

The following is a summarization of OIT service priorities, and the targeted response levels that you should expect after placing a call to the OIT Help Desk.

The following characteristics are used to identify the severity of a problem report:

  • Business and financial exposure
  • Work outage
  • Number of clients affected
  • Workaround
  • Acceptable resolution time

It is not necessary (nor is it likely) to have a perfect match of each characteristic to categorize a problem report at a particular severity level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. The level 1 support agent and Networking Services jointly determine the initial severity rating for the report. Level 2 and support personnel may then negotiate with OIT Support Services to modify this severity after the report is elevated to them.

Severity 1
(Critical) 		Severity 2
(High)		 Severity 3
(Medium)		 Severity 4
(Low)
Business and financial exposure
The failure creates a serious business and financial exposure. The failure creates a serious business and financial exposure. The failure creates a low business and financial exposure. The failure creates a minimal business and financial exposure.
Work Outage
The failure causes the client to be unable to work or perform some significant portion of their job. The failure causes the client to be unable to work or perform some significant portion of their job. The failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information. The failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.
Number of Clients Affected
The failure affects a large number of clients. The failure affects a large number of clients. The failure affects a small number of clients. The failure may only affect one or two clients.
Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.]
There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem.
Response Time
Within one hour. Within one day. Within one day. Within two days
Resolution Time
The maximum acceptable resolution time is 2 continuous hours, after initial response time The maximum acceptable resolution time is two business days. The maximum acceptable resolution time is 5 business days. The maximum acceptable resolution time is 10 business days.

SELF-SERVICE HELP DESK

A Self-Service Help Desk is available to allow any member of the university community to search the Help Desk knowledgebase and/or log problem and requests directly to the OIT Help Desk. This access is accomplished by accessing a web site via the internet and requires no software to be installed on individual computers. Those who wish to use the Self-Service web interface should contact the OIT Help Desk at 302 293-4444 extension 1 to request the URL and a user-id.

Questions or Problems

Questions, concerns or additional information about this and any OIT policy should be directed to the CIO office at OIT_Admin@mail.wvu.edu.

Responsibility

The Associate Provost for Information Technology (CIO) is the policy administrator for information technology resources and will ensure this process is followed. Additionally, Deans, Directors and Department Heads are responsible for compliance with University policy within their respective administrative areas.

Policy Last Updated: June 9, 2003

 

Updated November 13, 2007