desktop support

Service Description

Desktop Support refers to a range of services Central IT provides to users of technology products such as computers, printers, mobile phones, and software products. Included in the services are troubleshooting specific problems with technical equipment, providing training, customization, or other support services. Technical support will be provided by phone, remote access, onsite or through online communications.

Features

Troubleshooting –knowledgeable technicians troubleshoot a wide variety of issues to quickly return systems to production.

Remote support – CITS personnel can change desktop settings, update software, troubleshoot PC issues and access files on the computers via a remote desktop connection eliminating the time it takes to physically visit the location of the computer.

Onsite break/fix – technicians will be dispatched onsite for hardware parts replacement 

Equipment on Loan – When a repair requires "in-shop" work, a loaner desktop or laptop will be provided. This will allow staff to continue working while repair is being made. 

Security – Desktops and laptops are actively managed for security updates, patches, and to be malware, spyware and virus free.  This keeps equipment secure and stable.

Service for Windows and Macintosh systems – support for both platforms is available.

Purchasing of computer equipment – assistance with selection of hardware and the purchasing process with government contracted vendors

Incident Management – Consulting on managing incidents. Ticketing, routing, categorizing and reporting on issues and problems.

Assistance resolving email and connectivity issues – connection to the exchange email system, distribution lists, accounts management and calendaring.

Providing secure remote access to office systems – assistance for the use of a virtual private network to connect remote computers to network resources.

Service for a variety of tablet and mobile devices – assistance with a variety of issues for iPads, Nexus tablets, Chromebooks are just a some of the hardware/software we can help with.

Computer Equipment Moves – assistance with planning and executing moves of computers from one location to another. 

Life Cycle management – hardware & software are maintained from purchase to disposal

Hours of Service
7 a.m. - 5 p.m., Monday through Friday
How to Obtain The Service

Call 608-262-5034 or 1-888-893-9892

Web Form - http://cits.uwex.uwc.edu/service-center-web-form

Email – servicecenter@uwex.uwc.edu

Service Catalog Owner: Walt Bublitz Last Updated: 04/09/2013