LSC-North Harris Service Desk

New Work Order Request

The Service Desk Process - simplified

Why contact the Service Desk and not the technician directly?

The Service Desk knows who is in and what the current work load of the technicians is. If you call a technician directly with a problem it may not get addressed until the technician returns. We have had numerous cases of this happening and work orders that should have been assigned a high priority not getting addressed for a few days due to the direct call.

Why have a process?

The OTS department supports over 2800 computers, 20 servers, 80 active classrooms and a complex network infrastructure. This is all done with front line staff of only 5 technicians and 1 Service Desk coordinator. Of the 2800 computers the majority are installed in a lab environment that requires constant updates (re-imaging) before the start of each semester.

To provide the best possible support we are using a Service Desk software package when requests are submitted. Each work order is assigned a priority and then assigned to a technician. The technicians in the departments are assigned to specific areas and then assigned as backups for other areas. This helps to provide continuity and consistency.

What happens when I call the Service Desk?

The Service Desk staff has five major functions
1. Answer the phone and enter the work order into the system
2. Attempt to resolve the issue on the phone or by using remote control software, if possible
3. Assign work orders and work order priorities to the technicians
4. Monitor the technicians work loads
5. Answer customer questions

If the call can not be resolved at the Service Desk level (tier 1) then the work orders are assigned a priority and a technician. At that time the customer will receive an email with the work order number confirming the request.

Work order priorities

I wish it was possible to address every work order the second they come in but the staffing level necessary to accomplish this would be a waist of financial resources. At our current staffing levels we typically maintain a backlog of over 100 work orders.

We assign work order priorities as follows:

1. Immediate - This means that a major system is down that impedes instruction. This is typically assigned to server or network problems and active classrooms that are down.
2. Same day - A critical system is down but it does not stop instruction
3. Routine - These are most common computer problems reported and are the default priority assigned to a work order. Our goal is to be able to address and resolve these problems within 3 business days.
4. Project - This is assigned to major projects that have a fixed completion date
5. Scheduled per site - This is associated with systems maintenance, lab imaging and upgrades.

What happens after the work order is assigned to a technician?

The technician is notified via email of the work order assigned and the priority. The technician then has to balance this new work order with his/her current work load and determine when they can address the issue.

What happens after the work order is completed?

After the technician completes the work order they enter in what they did to resolve the problem and close the work order. An email is sent to the requestor with the resolution.

What if the problem still exists?

If you receive a closed work order notification and the problem has not been resolved correctly notify the Service Desk. They will re-open the work order. All work orders that are closed before the problem is resolved will be reviewed.

What if I am not happy with the service provided?

If you are not satisfied with the work completed or any other issue with the OTS department operations let me know (Butch@lonestar.edu) The only way we can improve our operation is to know if you, "Our Customer" is satisfied with the support we provide. If the problem is related to a certain work order please let me know the work order number so I can follow up with the technician also.