IT Service Desk Policy

Policy:

Requests for Institutional Technology services must be directed to the Service Desk. The Service Desk will prioritize the request as described below.

Procedure:

Prioritization of requests for service. Requests will be prioritized by the Dispatcher on duty as they are received.

Level 1:

  • Classroom Disruption-Technical problem that presents an obstacle to the teaching-learning environment.
  • Business Process Failure-Technical problem that stops a department from functioning or from providing service to their customers.

Level 2:

  • Work Stopper-Individual is prevented from doing their work due to a technical problem; there may be a possible work around solution.

Level 3:

  • Inconvenience-Problem can be resolved within two business days, does not stop an individual from performing necessary work.

Level 4:

  • Routine-Scheduled work (including equipment and production requests), regular maintenance, system upgrades, new equipment set-up, technical questions.

Initiation of request for service. Requests can be initiated in one of four ways:

  1. E-Mail - addressed to servicedesk@georgefox.edu that states the nature of the request and a date the requestor would like to have the request completed by.
  2. Walk-In - During Service Desk operating hours the desk is staffed and will take your request in person.
  3. Phone - Calls to the Service Desk are processed the same as each of the two methods above.
  4. Web Request - The following link Service Desk Web Form will take you to our online request form.

Technician Services.

  1. Any requests that require a technician to assess a problem on an individual piece of hardware will be processed as follows:
    • Devices received by 2pm will be assessed the same day.
    • Devices received after 2pm will be assess the following day.