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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 have several options to access technical support:

  1. Self Service: The end user creates their own Service Request Ticket directly in the Web Help Desk Software - client account. Login and then proceed to fill in the information and problem description and click SAVE. This will create a ticket. The end user will receive a confirmation email that a ticket has been opened. The ticket is then assigned and sent to the appropriate Technician to action and resolve.
  2. Email: The end user emails servicerequest@rockyview.ab.ca detailing as much information as possible in the email, including any screen shots of error messages if applicable. The end user will receive a confirmation email that a ticket has been opened. The ticket is then assigned and sent to the appropriate Technician to action and resolve.
  3. Phone: The end user calls the EC Service Desk at 403-945-4145. A Service Request Ticket will be created by a Service Desk Analyst during the call, capturing the details of the problem/issue. The end user will receive a confirmation email that a ticket has been opened. The ticket is then assigned and sent to the appropriate Technician to action and resolve.
  4. Walk-In: The end user contacts the local school technician if they are on site, or the Service Desk if the staff member is located at the Education Centre. A Service Request Ticket will then be initiated by the technician through the Web Help Desk software or ask the end user to email servicerequest@rockyview.ab.ca. The end user will receive a confirmation email that a ticket has been opened. The ticket is then assigned and sent to the appropriate Technician to action and resolve.

 

Please note that for all of the above scenarios, if the technician is not on site at the time, the Service Request will be added to the task list for resolution at the time the technician is back on site. Priority will be given to the Service Requests that are in the technician's task list.

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