Topics Map > IT Help Desk Services
Classroom Support Procedures for the Help Desk
This document describes our classroom support procedures for the Help Desk
If a classroom is down before or during class the problem must be addressed immediately.
Do not transfer calls that deal with classroom problems directly to ATS. Take down the following information and call ATS to dispatch them to the classroom if you cannot resolve the problem.
- Their Name.
- What room and building they are in.
- The GB# of the computer if it's computer related.
- The nature of the problem if it's non-computer related.
- If they are able to work around the issue for a while, or if it's preventing them from teaching.
Enter footprints incident using the client's information and forward it to ATS. They will enter a resolution and close it when they have fixed the issue.
Note: An incident alone is not sufficient. Speak with an ATS staff person on the phone before sending the incident.
Below is the information we referenced with our campus communications to faculty: