Information Technology Systems and Services.

infotech.NEWS

Technology news for UMD faculty, staff and students

Limited 24x7 Technical Support now Available

| No Comments

ITSS is partnering with the 1-Help Service Desk to offer limited 24x7 technical support for the UMD campus.

TechCenter Hours - Academic Year
Day(s) Open Hours
Mon -Thurs: 7:30 a.m. -9:00 p.m.
Fri: 7:30 a.m. -4:30 p.m.
Sat: Closed
Sun: 5:00 p.m. to 8:00 p.m

The ITSS TechCenter Help Desk is open extended hours during the academic year, including evenings and some hours on Sunday. While it is not financially feasible for ITSS to staff our Help Desk 24x7 hours, we realize there are times when off-hours technical support can be critical. We see a particular need to support those participating in online learning classes, who may be in far away places and different time zones.

For the past several weeks, the TechCenter Help Desk has been piloting a service with the Twin Cities 1-Help Service Desk to provide after hours support for the UMD campus.

Partnering with 1-Help allows us to offer limited 24x7 technical support to enable students, staff and faculty to continue with their primary work.

What 1-Help will support

Based on a review of our after hours calls during the past semester, our desire to support online learning, and the current technical skill set of the 1-Help overnight staff, 1-Help will provide direct technical support in these areas:

  • Internet account password resets
  • General Moodle support (basic student access and use questions)
  • General questions about Google Apps

What 1-Help will not support

1-Help staff will not be able to assist with services that are local to UMD and managed by ITSS staff, as they do not have access to our servers, monitoring tools, or other software. Some common requests that require ITSS staff and will not be supported by 1-Help include:

  • Active Directory data storage or elevated access rights
  • Network or telephone moves, changes or repairs
  • Computer maintenance repairs or status updates
  • Printing issues with a specific printer or print queue

Calls that can not be resolved by 1-Help will be ticketed and routed back to the ITSS Help Desk for review during the next business day.

How it will work

When the ITSS TechCenter (KPlz 165) is open, it's business as usual. All calls to (218) 726-8847 go directly to the ITSS TechCenter Help Desk phones; if both lines are busy, the call will roll to the TechCenter Help Desk voice mail, and the customer will get a call back from ITSS staff as soon as possible.

When the TechCenter is closed, users calling (218) 726-8847 will be presented with two options:

  • Press 1 to speak with 1-Help staff on the Twin Cities campus.
      → Your call will be automatically re-routed to the 1-Help service desk on the Twin Cities campus. 1-Help staff will create a ServiceNow ticket and attempt to resolve the issue. Unresolved issues will be routed back to the ITSS Help Desk for further assistance.
  • Press 2 to leave a message for UMD ITSS staff.

      → Your call will be routed to the TechCenter Help Desk voice mail.

ITSS staff monitor the TechCenter Help Desk voice mail during the weekends and respond to emergencies or major outages; all other calls will be returned during regular business hours.

We need your input!

We are excited to offer this increased level of support to the campus. We encourage you to share your thoughts or experiences with this new service so we may continue to improve and expand on it.

Leave a comment