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Virtual Help Desk staff members prioritize all questions/service requests according to their urgency to ensure appropriate response time to the large number of requests received. Problems that prevent Library staff or Library users from performing their work completely are given a higher priority than requests for assistance when other options are available to the user. Regardless of priority, immediate resolution of service requests in person or by telephone is always desirable.
The technical response time is the time between when your service request is received by a Virtual Help Desk staff member and when a technical expert assigned to the service request will begin working on your problem. Technical response time is not the amount of time between the receipt of your service request and the completion of work on your problem. The time needed to solve your problem depends upon many variables. The technical response time is valid Monday through Friday only.
Complete stoppage of work within an entire department or group (including patrons) - no options available for work to continue. The technical expert will begin working on the problem within 30 minutes of the problem report being assigned this priority level.
Complete stoppage of work for an individual (including patrons) - no options available for work to continue,
OR
Affecting any number of users (including patrons), and prevents the successful and timely completion of work toward a 24 hour project deadline. Does not result in complete stoppage of work.The technical expert will begin to work on this problem on same day the problem report is assigned this priority level
Problems affecting any number of users (including patrons) - no deadline, or the deadline is longer than 24 hours. Does not result in complete stoppage of work. The technical expert will begin to work on the problem within 48 hours of the problem report being assigned this priority level, or within the deadline specified by the user in the "User description" field
Same as priority 3 except there is no deadline and the technical expert is away from work. The Virtual Help Desk staff member who assigns the 3-R priority will add information in the "Progress report and solution" field to let the requesting library staff member know when the technical expert will return to work. The technical expert will begin working on the problem within 48 hours of returning to work.
Problems classified at this level are reserved for situations that may require testing, prototype work, modifications, upgrades or additional features to be added to an application or system; and that system or application is not currently adversely impacting staff or patrons. The IT supervisor will respond within 48 hours of the problem report being assigned this priority level.
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| 1 |
Within 30 minutes
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| 2 |
On the same day
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| 3 |
Within 48 work-hours or within the deadline specified
by the user
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| 3-R |
Within 48 work-hours of the technical expert's
return to work
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| 4 |
IT supervisor responds within 48 work-hours
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