What we do
Our job is to provide reliable and high capacity data and voice transport across the campus and to and from the outside world, while managing network access and security controls. We support academic, administrative and recreational network usage for many thousands of devices, and we work closely with the rest of IT to deliver a high-quality service in a challenging environment.
These pages are designed to give College users an overview of the campus network and phone system, help users understand its capabilities and limitations, provide data on quality of service, and outline plans for future maintenance and development.
CONTACTING US FOR ASSISTANCE
Networking and Telecommunications uses a Service Level Agreement to define how staff respond to requests for assistance. If the Help Desk generates a HEAT ticket (a trouble ticket), our goal is to respond within two hours to “standard” problems and within thirty minutes to “urgent” problems. “Responding” means contacting the user and further defining the problem, either solving it immediately or scheduling a solution at some time in the future, and acknowledging the call in HEAT.
Urgent problems involve some sort of crisis that demands an immediate response. Besides creating a ticket, the HD staff call the technicians directly or, if they cannot be reached, other staff within Networking. The goal is to respond to Urgent calls within thirty minutes and resolve them within one hour.
If the user who has opened a ticket does not receive a response within these targets, another call should be made to the Help Desk with a request to escalate the call to Director Lesley Bidwell. The Help Desk will contact her with the neccessary information and she will respond.