HelpDesk
Media Procedures
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HelpDesk |
Media Procedures for HelpDesk Calls
1. Determine the urgency of the call immediately. If it is a faculty member about to lecture, when will the class begin, can the class be interrupted for a repair, have they found the instruction sheets for operating the equipment in the room? In short, determine the immediate need and anxiety level of the caller.
2. If it is an emergency, alert the staff-on-duty who will call the appropriate media crisis person. Phone numbers. Call each cell number then their office number until you reach someone in person. If nobody on the building list answers their office or cell phone, begin calling the other names on the second list (i.e. Heather, Pat, Jarlath) to see if they can help with the crisis. If, after calling all contacts, you still have not spoken to anyone, start back on the building referral list again and leave voicemails this time asking them to call the HelpDesk to ensure that someone has been contacted regarding the media crisis.
3. For non-emergency calls, make a log and email to the primary person for that building based on the crisis chart. Do not cc: secondary referral person.
4. Questions about available equipment in rooms or requesting special equipment should be referred to the Media Services.
5. Calls from IS/Media Services staff regarding an equipment failure that may take some time to repair should be reported to staff on duty at the HelpDesk and written on the white board in the event other users call with the same complaint. Assure callers we are aware of the problem and repairs are underway. After the major repair is complete, Media Services should call the HelpDesk and have the note erased.