Mission:
Provide Tier 1 service so that technical staff can focus on Tier 2, and
above, support/service;
Ensure that all customer service requests are resolved (that doesn't
necessarily mean that every request is met, but rather that we have
settled the request with the customer). In other words, no request is
forgotten/lost track of.
AGENDA for 9/4/96:
1. Review email message to students
2. Review URGENT items in Tracking System and update as necessary
3. Tracking System process:
- Who enters data into Tracking System? (see ticket 72)
- Should we insist upon getting "customer priority" and "date needed"
- Should we send team leaders a list of tickets each week for tickets
to have been completed the previous week to see what the status is?
- Should we send complete list of tickets to team leaders to update
them and determine current status?
* Review with each team what they need and how to improve service/support:
- Student Team
Review email disk setup
Lab/Centers/Levitt coverage/scheduling/hiring/etc.
Levitt coverage
ResNet/RTC
- Kellas Helpdesk
Dial-in (setting up accounts)
Switchboard
- Telephone Support
Student Directory (put on the Web via FileMaker??)
- Mac Support
Installs
Lab/Centers
- Wintel Support
Labs/Centers
Email/Internet Explorer vs. Eudora/Netscape (coordinating our
message/support and who decides what client will be used)
Greetings from Distributed Computing/Telemedia!
We're the department that supports the campus telephone system, the cable
TV system, audio-visual equipment, desktop computers and campus networking.
We're part of a larger information technology team, the Information
Services Division, which includes the library, Central Computing and
Institutional Research.
With the start of a new school year, we wanted to provide you with
information that we think you will find useful as a student at SUNY
Potsdam.
Please save this message for future reference.
Welcome to SUNY Potsdam and best wishes for the 1996-97 year!
-------------------------------------------------------------
This message contains information about:
1. Where to get help with technical questions/problems
2. Workshops (Training Sessions) **coming soon**
3. Changes in technology/policies this year:
* laser printing changes
* updated campus "Acceptable Use Policy" for information technology
* ResNet (residential network)
4. Interested in working with technology?
5. Useful campus WWW addresses
6. Do you have suggestions? Complaints? Send them to us!
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1. Where to get help with technical questions/problems
----------------------------------------------------------------------------
If you are experiencing problems with email or other campus information
technology visit the Levitt Center HELPDESK in Crumb Library or dial "HELP"
(x4357).
If you are having problems with your telephone or voice-mailbox, give our
campus telephone office a call at x3000, or stop by the office in Room 220
in Kellas Hall.
You will also find answers and information to the most common and
frequently asked questions (FAQs) about computers, telephones, TV, the
Internet and much more on our Web server. It's our HELPDESK "Filecabinet".
Try it! It might just have the answer you are looking for. Enter the
following web address in your Web browser (Netscape):
http://www.potsdam.edu/helpdesk/filecabinet.html
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2. Workshops (Training Sessions) **coming soon**
---------------------------------------------------------------------
Do you want to learn how to use word-processing, email, the Web, as well as
creating your own Web Homepage? We will soon be scheduling training
sessions for Macintosh and Windows computers. Stop by the Levitt Center,
or look for the schedule on the following Web page:
http://www.potsdam.edu/dctm/presentations/IntroTraining.html
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3. Changes in technology for 1996-97
----------------------------------------------------------------------------
Laser printing:
--------------
All student laser printing now goes to the Crumb Library Circulation Desk.
You *must* show your SUNY Potsdam ID card (SUNYCard) in order to pick up
your printout(s). We know this is less convienent, but it became necessary
to implement this change in order to control the incredible abuse of the
College's printing resources. If you used the Levitt Center last year, you
know what we are talking about. (see below on how to send us feedback on
this change)
Acceptable Use Policy:
----------------------
Our campus has updated its "Acceptable Use Policy" for information
technology/services at SUNY Potsdam. You should familiarize yourself with
this policy because it addresses common problems such as:
- email chain-letters
- commercial use of college resources
- inappropriate use of Web pages, email and news postings
- privacy, confidentiality and security
You can read the policy on the following Web page:
http://www.potsdam.edu/isd/policies/AUP.html
ResNet (residential network):
-----------------------------
During the summer, we had network cabling installed in all 5 residence
halls. We are now in the process of installing the electronics that make
it possible for students with personal computers to connect to the campus
network and the Internet. We've put in *many* long days to ensure the
success of this project and will be contacting you mid-Fall about how to get
connected.
Stay tuned! It won't be long. You can check on our progress by looking at
our "ResNet" Web page:
http://www.potsdam.edu/DCTM/student-computing/ResNet.html
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4. Interested in working with technology?
----------------------------------------------------------------------------
We have $-paid-$ positions for students--whether you have a workstudy
contract or not--to assist us in supporting information technologies and
services. Some academic departments (e.g., the Art Department, Crane, ...)
are also looking for students with computer experience and they often look
to us for referrals.
Interested? Stop by the Levitt Center in Crumb Library for more details
and an application. Be sure to check our student-jobs Web page as well:
http://www.potsdam.edu/DCTM/student-computing/student-tech-jobs.html
We're always looking for enthusiastic volunteers as well!
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5. Useful campus WWW addresses
---------------------------------------------------------------------
You can reach all of the Web links listed in this message as well as other that should be useful to you while you are at SUNY Potsdam, through the following single Web address:
http://www.potsdam.edu/dctm/student-computing/Useful96-97links.html
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6. Do you have suggestions? Complaints? Send them to us!
---------------------------------------------------------------------
We want your feedback on ways we might improve our service to you. If you
have a suggestion, a complaint, or just want to sound off about our
technology or services, please write us:
* send an email message to "suggestions". Your message will be directed
immediately to us; or,
* try using our electronic "Suggestion Box" on our Web server:
http://www.potsdam.edu/dctm/suggestionbox.html
* or, join our Student Technology Advisory Board (STAB)! Each year, we meet
with this student group to review our plans and listen. You can learn more
about STAB by visiting the STAB Web page on our Web server:
http://www3.potsdam.edu/stab/stab.html
...and finally, as Harry Truman would say, "The buck stops here" --for our
department:
Bob Jewett, Director of Distributed Computing/Telemedia
Email: jewettrj@potsdam.edu
Phone: 267-2699
------------------------------- #### ------------------------------
Last modified: 9/4/96
Contact: R. Jewett (Email: jewettrj@potsdam.edu)