Desktop Support
WISD IT Help Desk Service Level Expectations
Overview
The WISD IT Help Desk team consists of one (1) supervisor and three (3) full‐time employees. This team provides support for 800+ people, including students, faculty, staff, board members, and contractors.
This Service Level Expectation document is intended to define the following:
- A high-level description of services provided by the Information Technology (IT) Help Desk
- The responsibilities of the IT Help Desk as a provider of these services and of customers receiving these services
- When and how to contact the IT Help Desk
- The incident and service request (ticket) prioritization and response time guidelines1
- The tracking and reporting of key performance indicators
The content of this document is subject to modifications in response to changes in technology services/support needs and will remain in effect until revised or terminated.
Service Description
Generally, the IT Help Desk acts as a hub for reporting technical support incidents2 and service requests3. If an area has a technical liaison (e.g., department technician), employees in that area are directed to contact that person for support. The IT Help Desk acts as back‐up support when these technical liaisons are unavailable. The following is a high-level description of the services provided by the IT Help Desk.
Fully Supported Services
The IT Help Desk provides full support for WISD‐owned computers that meet the minimum support requirements. “Fully supported” means that the IT Help Desk will make every attempt to perform any steps they are responsible for, with the expectation that they will perform one of the following:
- Resolving the incident
- Completing the service request
- Escalating it to the appropriate person or group for resolution and completion
Fully supported services include:
Computer Refresh Program
- New computer setup
- Technology purchase consultation
WISD-Owned PC Desktops, PC Laptops, Chromebooks and MacBooks Hardware/Software
- Supported computer hardware component troubleshooting, repair, and replacement (departmental charges may apply to computers out of warranty)
- Network and local printer/printer driver installation and setup
- Secure erasing and wiping hard drives
- Computer reimaging
- Browser troubleshooting – Chrome, Internet Explorer and Firefox
- WISD‐owned and licensed software
- Installation and setup
- Application execution troubleshooting
IT Managed Enterprise Systems (e.g., washtenawisd.org, washisd.net, Google Apps, Office 365 apps and WISD Office 365 portal)
- Account (e.g. username and password) activation, resets, account maintenance, and login troubleshooting
- Basic navigation assistance for washtenawisd.org, washisd.net, Google Apps, Office 365 apps and WISD Office 365 portal
Network Storage (Division of IT managed storage only)
- Group drive mapping, folder access, and troubleshooting
- Documentation support for the group drives
- Requesting shared drive access
Network Infrastructure
- Active Directory network account (e.g. username and password) maintenance and login troubleshooting
- WISD wired/wireless connectivity troubleshooting
- WISD Out Centers and Local Based Programs Internet connectivity troubleshooting
- Virtual Private Network (VPN) connectivity troubleshooting
1 A rating for how quickly the IT Help Desk will commit to contacting the customer about an incident or service request.
2 A reduction in quality, interruption, or failure of an IT managed service.
3 Request for information or a standard change (e.g., security access upgrade).
WISD Technology Replacement Program
The goal of the WISD Technology Replacement Program is to provide staff and students with the most current technology possible while balancing this with a responsible, cost-effective strategy to get the most out of the available technology funding.
Currently, all WISD issued desktops and laptops are on a 5-year replacement cycle. The replacement date is determined by the fiscal year in which a device was initially purchased. Staff and classroom equipment is reviewed and audited yearly for the upcoming replacement cycle to determine eligibility for updates, replacement, or redeployment. Staff and classroom equipment is reviewed and audited yearly for the upcoming replacement cycle to determine eligibility for updates, replacement or re-deployment. We include any laptop or desktop due for replacement in the fiscal year budget starting 7/1 of the replacement year.
We will be adding other devices, such as iPads, Chromebooks, Projectors and Interactive Displays to our replacement cycle in the future. The replacement cycle timeline for these devices is yet to be determined.
Off Cycle Replacement Requests:
Equipment requests outside the normal replacement cycle requiring replacement or repair should be submitted through the Technology Purchase Form in Script for review by Department supervisors and appropriate Technology Department staff.