Help Desk Service Catalog
From ITS Wiki - Information Technology Services - University of Rhode Island
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The URI Help Desk provides technical support to the URI Community via the phone, email, walk-in, and chat.
The Help Desk currently has an 85% First Call Resolution rate. The technicians try to resolve all issues (phone, walk-in, chat and email) on first contact, but when the issue must be escalated, another consultant or staff member will call the user call back, normally the same day but usually within two business days. However, during peak busy periods such as Fall start-up, this call back may take longer.
If the problem must be escalated to a tech outside of the Help Desk, a member of the URI tech staff will respond within two business days.
Voice mail messages left after hours regarding non-systemic issues are responded to during the next business day if a phone number is included in the message.
- 1 Password Changes
- 2 Service Outages/System Outages
- 3 Systems & Applications
- 4 University-licensed Malware Removal and Protection Tools
- 5 Classroom Help
- 6 ITS Video Support Request
- 7 Sakai Course Management Help
- 8 Voice Over IP Telephone
- 9 Software Licensing
- 10 Grinder/Plotter
- 11 Printers
- 12 Networking
- 13 Usernames and Passwords
The Help Desk full-time staff can change mail.uri.edu, e-Campus, and some URI domain passwords. However, if possible, the automated password change form for mail.uri.edu, my.uri.edu and e-Campus passwords should be used first.
Email passwords (mail.uri.edu and my.uri.edu) are also used to access:
- SafeConnect (URI network)
All password changes will require verification of identity either by presenting a picture ID at the URI Help Desk (lower level Library) or, if the user is off-campus/out-of-area, through phone verification of private demographic data.
URI domain passwords will be changed only when the user presents a photo ID at the Help Desk.
Password changes will be completed within two hours of submission during normal working hours.
The Help Desk staff cannot change etal.uri.edu passwords. All etal password change forms will be faxed to the Tyler Command Center. The Command Center will change the password by the end of the next business day.
Password Reset for Computers
The Help Desk will change passwords for user accounts on URI property computers only. This service is available on an as-needed basis and scheduled as quickly as possible.
Service Outages/System Outages
The Help Desk reports all systemic service outages to the Command Center in Tyler. The goal is to resolve large scale network outages and university-wide application outages (e-Campus, Sakai) as soon as possible. It is important that all departments/Colleges report any application or network outage so the scope of an outage and repair requirements can be determined. After-hours service outage calls are routed to the voice mailbox for the command center where messages are picked up hourly.
Systems & Applications
URI Help Desk technicians will handle issues with following systems and applications:
- Windows XP
- Windows Vista
- Windows 7
- Mac OS 10.5-10.8
- Linux (best effort)
- Outlook 2007, 2010
- Zimbra Web Interface
- Thunderbird (best effort)
- Apple Mail 4.0+
- Outlook 2011
- Zimbra Web Interface
Please note: Microsoft is no longer supporting Entourage email application for either Mac or Windows, so there are no security updates or software upgrades. ITS strongly recommends that all users switch to another email client/application. The URI Help Desk recommends the Apple Mail, Address Book and iCal suite of software that comes installed on the Mac as part of the operating system. These programs work well with our Zimbra email server and can sync with your mobile devices.
- Internet Explorer 7.0+
- Safari (Macintosh)
- Firefox (Mac & Win)
- Google Chrome
URI Help Desk technicians will handle issues with the following applications that are installed on your computer:
- McAfee 8.0i+ (Windows)
- Microsoft Office 2007, 2008, 2010 and 2011 (Word, Excel, PowerPoint)
- VirusScan 8.5 (Macintosh)
- McAfee Antivirus Enterprise for Mac
URI Help Desk technicians will handle issues with server-side applications (used via the web):
- Big Blue Button
- Google Mail for @my.uri.edu accounts
- Google Docs/Drive
- Telnet (Grinder)
- Zimbra Web Interface
The URI Help Desk will investigate hardware issues for users who suspect there may be damage to their machine. Once diagnosed, Help Desk technicians will refer any issues requiring hardware replacement or repair to pertinent department/college technicians or RAM Computers for resolution. f the problem is a system driver for the hardware, the Help Desk will research and direct the user where to download the drivers to return the hardware to operating status.
University-licensed Malware Removal and Protection Tools
The Help Desk supports the McAfee Antivirus software provided by the University. If you have paid for a subscription to Norton or another company, the Help Desk can offer assistance, but this is best-effort only.
McAfee is available online from URI's Information Security Office web page.
The Help Desk runs a no-cost service to assist students, faculty and staff in the removal of malware from their computers. Due to the heavy usage of this service, it may be necessary to wait more than five business days for an appointment. We will attempt to accommodate all users as soon as an appointment is available.
- Everyone scheduled for an appointment is required to bring the system restore disks and power adapters/cords. Users must back up any important data before their appointment.
- The Help Desk has VGA and DVI monitors, keyboards, and mice that can be used for clinic appointments. If your computer uses non-standard connections, you must bring that equipment or adapter(s) with you.
- Computer owners must remain at the Help Desk during the Virus Clinic; we will not work on a computer without the owner being present.
- Anyone who has been scheduled for and missed two appointments will be referred to the 'for fee' RAM computer service for malware removal.
- Malware can cause extensive damage to an operating system, therefore all clients for the virus clinics must sign a waiver of liability.
Appointments for our virus clinics are available on a first-call/first booked basis. During the semester, the sessions are run Monday - Thursday, 6-9pm, Saturday 11am-2pm and Sunday 2pm-5pm. An appointment during working hours can be arranged for faculty and staff. During summer and inter-session periods appointments are made between 8am and 4pm on an ad hoc basis.
DMCA Violation Unblock Requests
Any student blocked for a DMCA violation must contact Student Affairs in the Memorial Union.
All unblock requests addressed to the Help Desk are forwarded to the Associate Director of Information Security.
Student Affairs validates that requesters have completed and signed the DMCA Violation paperwork. Validation and removal of blocked access will take up to three business days.
All staff DMCA violations are referred to the Information Security Architect. Validation and removal of blocked access will take up to three business days.
ITS Lab Reservations
ITS manages four instructional computers labs. These are:
These instructional labs can be reserved only by faculty or staff.
Reservations for Ballentine and Chafee 141 should be made by email to firstname.lastname@example.org. Please be sure to include your name, a contact phone number, the course name, the dates requested and the time of the requested use.
If you are asking for the lab for recurring course meeting during a semester, please remember that reservations do not automatically include final exam time slots. These must be reserved separately.
Use of Quinn 215 and Fine Arts 102F Instructional Labs is scheduled by the Enrollment Services.
Classroom issues on the Kingston Campus are handled by Classroom Media Assistance. They can be reached by phone at 874-4268 or email at email@example.com. You can also visit their website aturi.edu/cma.
Information about what is installed in a classroom is available through this wiki. Just type in the building name and room number in the search bar at the upper right of the wiki page and click SEARCH. The classroom pages show pictures of the room, information about capacity, access and how to use the installed equipment.
If you need training on the equipment, or a key to access the equipment rack, please call Kingston Classroom Media Assistance at 874-4268.
For policies and procedures regarding faculty loan of portable equipment, see the wiki article on Equipment Pickup. To reserve equipment, please call Classroom Media Assistance at 874-4278 or email firstname.lastname@example.org.
Reporting an Environmental Problem in a Classroom
To report a classroom problem use the form on the CMA Report ENvironmental Problem page or call 874-4278.
ITS Video Support Request
If you are unable to complete the ITS Video Support Request on-line, the Help Desk will assist in troubleshooting your issue. If we are unable to use the automated form, we will complete the request for you.
Sakai Course Management Help
The Help Desk will answer basic questions about Sakai project and course design. Any administrative problems with Sakai will be escalated to the System Administrator. More advanced questions about Sakai design or requests for assistance will be referred to Instructional Technology and Media Services.
Voice Over IP Telephone
The Help Desk will attempt to solve all VoIP problems. Some issues may need to be escalated to a network technician.
Software licenses for certain applications are available for purchase to be installed on URI property machines. For more information see the Software Licensing page.
We will resolve username/password issues and provide basic directions to using the plotter in Tyler.
We will help troubleshoot networking issues with URI-property printers. Due to the diversity of manufacturers and models, any other types of printer trouble calls will be resolved on a best effort basis.
If we are unable to solve the network connectivity issue over the phone, the Help Desk may book an appoinment with student techs for any port issues in campus housing, sororities and fraternities. Any port problems on the administrative network that cannot be resolved over the phone will be referred to a Telecommunications Customer Service Tech. Staff and faculty requests for static IP Addresses will be escalated to Networking Customer Service Support.
Usernames and Passwords
The Help Desk can change eCampus, my.uri.edu, and mail.uri.edu passwords. The Help Desk cannot change eCampus Financials passwords. The Help Desk will fax all etal account password change requests to the Command Center in Tyler Hall.