HSC IT Support

Important HSC IT Services Announcement – New Service Request Procedures – 10/19/11

Beginning Wednesday, October 19 at 8:00 AM customers should use the following procedures for IT service requests.     Please read the entire document as it contains important information regarding service requests, priorities, response times, and escalation procedures.  You will continue to receive on-site IT services from the Workstation and Device Support (WDS) team who will be using this system to ensure that all requests are fulfilled as quickly and efficiently as possible.

ROUTINE SERVICE REQUESTS

Please fill out a service request via the LANDesk Service Portal at  http://helpdesk.shands.ufl.edu/serviceportalufad/DesktopDefault.aspx
You will need to authenticate using your Gatorlink credentials.   Please note that you must fill in all of the fields to submit the ticket.    The AHC Departments field is a drop down list – please select your unit or college and department to ensure your request is sent to the appropriate service team.

You should not  use the service portal for work stoppages or critical service requests.

WORK STOPPAGE / CRITICAL APPLICATION OR SERVICE

Please call the Technical Support Center (TSC) at 265-0526.   If the TSC cannot resolve the issue a service request will routed to the appropriate team.

PRIORITIES AND RESPONSE TIMES

Service requests will be assigned a priority based on the following criteria:

Routine

The service request does not impact patient care or a  critical work function.
Response – within one business day
Resolution – requests are processed in order of submittal. Most requests are completed within 2-3  business days

Next

The service request does impact a critical work function but the customer has a temporary work around that is adequate to perform their duties
Response – within   four hours
Resolution – as soon as possible, takes priority over Routine tickets

Now

The service request impacts patient care, an enterprise service, or a critical unit work function and there is no work around.
Response – as soon as possible
Resolution – as soon as possible, takes priority over Routine and Next tickets

Service Request Status and Escalation

You can check the status of your service requests by logging into the LanDesk Service Portal at http://helpdesk.shands.ufl.edu/serviceportalufad/DesktopDefault.aspx   or calling the TSC at 265-0526.

Please contact the Technical Support Center at 265-0526 if you wish to escalate a ticket or would like to speak with AHC-IT management regarding a service request.

If you have any questions or concerns regarding the new service request procedures please contact  the Workstation and Device Support management team listed below.

Rick Anthony – Manager, WDS Team 1  rick.anthony@surgery.ufl.edu
Crissy Snyder – Manager, WDS Team 2 crissyg@ufl.edu
David Twombley – Assistant Director, WDS   twombley@ufl.edu