Description:
Troubleshoot/Repair Desktop Computer Equipment includes the following:
- Receive and log user report.
- Perform initial triage./troubleshooting by phone, and if possible, using remote access tools
- If necessary, schedule on-site visit by support technician
- Repair or replace faulty equipment
How to Submit a Request:
Call or email ITS Help Desk.
Turnaround Time:
During regular business hours, ITS Help Desk addresses support requests on an immediate basis. If an on-site visit is required, that response is dependent on user availability, urgency of the issue, and call volume. ITS seeks to resolve 90% of all issues within 2-3 business days.
During extended support hours (evenings and weekends), ITS provides phone support on an immediate basis, but non-emergency on-site activities may be deferred to the next business day.
- User's contact information and department
- Description of the issue, including time elapsed, type of equipment, etc..
- Level of urgency and impact
Prerequisites or Restrictions:
ITS supports equipment and software owned by the college or acquired under college grants. ITS will often examine personal equipment, especially if used for college business, on a case by case basis, but cannot take responsibility for and consequential issues that develop.
ITS support staff are trained and equipped to support the equipment and software that are current BC standards. ITS will attempt to troubleshoot other types of equipment, brands, and platforms, but cannot guarantee the same level of success.
