ITS HelpDesk Service Level Objectives

Scope

Trinity University’s Information Technology Services (ITS) Help Desk and Technical Support Services provide first and second-tier technical support to all faculty, staff, and students of Trinity University. As such, ITS is dedicated to supporting the technology needs of all users by providing general information on common technical issues and excellent customer service.

The agreement between the general campus community and Information Technology Services Help Desk and Technical Support Services is to guarantee access to first and second-tier support related to the services outlined in ITS Service Catalog. 

Hours of Operation 

ITS Help Desk is available during the following hours of operation except when Trinity University is closed due to University holidays and any other administrative closure as deemed necessary:

Monday - Thursday 8:00 AM to 8:00 PM

Friday 8:00 AM to 6:00 PM

ITS Technical Support Services are available during the following hours of operation except when Trinity University is closed due to University holidays and any other administrative closure as deemed necessary:

Monday - Friday 8:00 AM to 8:00 PM

Service Request Methods

Assistance can be requested via the following methods:

By Phone: The ITS Help Desk can be contacted at (210) 999-7409 (ext. 7409 for on-campus calls). If a Help Desk Analyst is not available, please leave a voicemail. 

By Email: The ITS Help Desk can be contacted via email at helpdesk@trinity.edu

ITS Help Desk User Portal: All faculty, staff, and students can utilize the ITS Help Desk User Portal at support.trinity.edu. 

Requester Responsibilities 

Before contacting the ITS Help Desk, users are encouraged to explore self-help options that are readily available. This information can be found on the ITS Service Catalog, built-in help functionality of the application (if available), and knowledge-base articles (KBAs) located at technology.trinity.edu.

In order to provide the best and most expedient service, users should provide:

  • Complete contact information if requesting assistance by phone.

  • Device or application in which you are experiencing the issue.

  • A concise description of the issue or request, including any error messages.

Support Tier Definitions & Items

The ITS Help Desk is responsible for determining the support tier and escalation of requests.

Tier One- ITS Help Desk 

Tier Two- ITS Technical Support Services

Tier Three- Proper unit within ITS (Core Infrastructure Services, Enterprise Application Services, Classroom and Lab Support, Telecommunications).

Tier Four- If necessary, Tier Three support units will contact the appropriate vendor or internal department for assistance.

Support Item

Support Tier

Password Issues

 Tier One

 Account Creation

 Tier One

 Desktop Support

 Tier Two

 Computer hardware issue

 Tier Two

 Software request for labs and classrooms

 Tier Three

Priority Level & Response Time Definitions

The priority/impact scheme found below will be applied to all requests handled by the ITS Help Desk and routed to the applicable support tier. All hours are defined as business hours.

Priority

Impact

Definition

Response Time

Resolution Time

1

Emergency

Many people cannot work.

15 Minutes

Until Resolved

2

High

Many people are inconvenienced, work can still be performed. 

1 Hour

8 Hours

3

Normal

One person cannot work.

2 Hours

16 Hours

4

Low

One person is inconvenienced. 

4 Hours

24 Hours

 

 

Details

Service ID: 12486
Created
Thu 3/3/16 2:53 PM
Modified
Thu 5/7/20 9:26 AM