Transcript [Product Name] Marketing Plan - Thurgood Marshall School

I.T. DEPARTMENT
SUPPORT OPTIONS
TMSL INFORMATION
TECHNOLOGY DEPARTMENT
I.T. STRUCTURE
Help Desk Contact – x1120
• Rings all technicians
• [email protected]
Tarius Anderson – x1150
• Network Administrator
Trina Leach – x1017
• Computer Systems Assistant
Stephen Zapatka – x1166
• Technical Services Specialist/Web Developer
Campus Help – 713-313-4357
• Issues with MyTSU, Blackboard, and non-TMSL issues
CONTACTING TMSL I.T.
Ticketing System
• http://ittigersupport/aexhd/winuser
Online Form
• http://www.tsulaw.edu/technology/forms/equipreqform.html
Phone Support
• Help Desk x1120 and [email protected]
• Both phone and email go to ALL technicians
ALTIRIS TICKETING SYSTEM
http://ittigersupport/aexhd/winuser/
1. Click on “TMSL Service Requests” at the lower left
2. Choose the category appropriate to your issue
1.
2.
3.
4.
5.
Account Requests
Audio/Video Requests
Hardware Requests
Software Requests
Website Update
3. Use the Category Boxes if necessary for specific items,
and fill out the Comment area with your problem
description.
ONLINE FORM
http://www.tsulaw.edu/technology/forms/equipreqform.html
This form allows you to contact I.T. with Service, Event, and
Equipment Requests.
• We will still open a ticket for all Service Related requests
• We require 72 hours notice for all Events and Equipment
requests
• This timeline increases to 1 business week minimum for after
hours requests
• There is also a “Quality Survey” than can be used to
communicate with the I.T. Department at the bottom of the
page
PHONE AND EMAIL CONTACT
Help Desk
x1120
[email protected]
• When you call x1120, it rings all available technicians. If you
get Voice Mail, please leave a detailed message for your
issue. Priority is given to work stoppage issues, and network
or equipment failure, impacting more than one customer
• The EMAIL for the Help Desk also goes to all available
technicians
• For general issue support, you will be contacted within
30mins-1 business hour to schedule a time to resolve your
issue
SUPPORT CONTACT GOALS
• Establish a consistent and efficient method of support
• You should be able to contact support regardless of your
situation
• Maintain an informative and useful support site
• Make regular contact with faculty and staff to ensure that
I.T. is effectively supporting the educational process
QUESTIONS/COMMENTS