Helpdesk Prioritization List
A helpdesk prioritization list endorsed by senior leadership in the Dean's Office.
- Email service/routing outages
- Network service outages
- AD Logon issues
- File server connectivity
- Printing outages
- Equipment Purchases/In Warranty Replacements (work stoppage)
- Work stop issues on DAFIS, PPS, AIS etc if this is the core job function for the staff member.
- Integration of new units and centers
- Installation/troubleshooting of supported software
- Changes to mailing list/group memberships
- Microsoft Office client problems (Word, Excel, PowerPoint, Adobe/PDF)
- Email client problems (Web Access working) including address book cache
- Remote access setup assistance/info (VPN and RDP)
- Other supported software misbehavior including phishing, spam, backscatter, crashing, etc.
- Equipment Purchases (non work stoppage)
- Installation/troubleshooting of business software that's already on the terminal server
- Cell Phones
- Support of research / data gathering software
- Moving of functional equipment to a new location
- Installation/troubleshooting of unsupported software
- Equipment Purchases/Repairs/Out of warranty replacements/Unauthorized purchases
- Quote requests for equipment etc. that we might buy
- Support of cameras etc.
- Setup of secondary or third work computers