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Service Request

Service Desk  email   servicerequest@rockyview.ab.ca or call 403-945-4145

 

PURPOSE


The Service Desk assistance approach is intended to establish a consistent and efficient method to support staff requiring technical assistance with any RVS technology. The Service Desk software provides metrics to enable the Technology Department to assess the efficiency and effectiveness of the level of service offered to end users with the objective of increasing the value of service. Key
Performance Indicators (KPI), and Critical Success Factors (CSF) are measured and improved upon once the statistics are collected in a consistent method. The Service Desk allows Technology Services to collect and analyze a variety of metrics and statistics consisting of resolution rate, resolution times, open/closed Service Requests, Service Request by customer, and technician. The list of reports is extensive and comprehensive.


PROCEDURE


All RVS staff should use one or more of the 3 options for accessing technical support.  

1.    The end user contacts the local technician directly, if on-site. A Service Request will then be initiated by that technician who will email servicerequest@rockyview.ab.ca. The end user will then receive a return email indicating the Service Request has been opened. The Service Request will then be assigned to the technician responsible, and the request will be sent via email to the technician for resolution. If the technician is not in the school at that time, the Service Request will be added to the task list for resolution at the time the technician is on-site. Priority will be given to the Service Requests that are in the technician’s task list.  

2.    The end user calls 403-945-4145 to reach the Service Desk. A Service Request will then be initiated by the Service Desk technician. The end user will receive a return email indicating the Service Request has been opened. The Service Request will be assigned to the technician responsible and the request will be sent via email to the technician for resolution. If the technician is not in the school at that time, the Service Request will be added to the task list for resolution at the time the technician is on-site. Priority will be given to the Service Requests that are in the technician’s task list.  

3.    The end user emails servicerequest@rockyview.ab.ca. The end user will then receive a return email indicating the Service Request has been opened. The Service Request will then be assigned to the technician responsible and the request will be sent via email to the technician for resolution. If the technician is not in the school at that time the Service Request will be added to the task list for resolution at the time the technician is on-site. Priority will be given to the Service Requests that are in the technician’s task list.  

Contact Person

Dean Depaoli

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