Purpose

It is a set of guidelines for informed decision making by the Computing Services Department and the departments which it supports. This document is limited in scope in that it sets official policy for the support provided by the Computing Services Department. By establishing these policies and directing requests for help through the help desk, we can provide an efficient service, have an accurate profile of issues, and determine the appropriate level of staff needed to handle the volume of requests.

This document will change over time as circumstances warrant and therefore it is a work in progress. For any questions/comments please contact the Director of Computing Services.

 Aims of Service

• To provide friendly and efficient IT support to Stratford upon Avon College members.
• Queries resolved with a first line fix wherever possible.
• Where a query cannot be resolved by the IT Servicedesk (e.g., a computer hardware/software fault), it is referred to the appropriate specialist in Computing Services.
• Where appropriate, providing information to College members regarding the progress of a logged call.