University of Alaska Southeast

UAS ITS Service Agreement

Service AreaHelpdesk
Service NeededFirst-line technical support
Department Role
  • Contact the helpdesk via the shared email (helpdesk@uas.alaska.edu) or telephone queue (796-6400 or 1-877-465-6400)
  • Provide a detailed description of the issue
  • Be prepared to work with support staff to resolve the issue
IT Services Role
  • Respond to all calls / emails / voicemail messages promptly
  • Provide professional customer service
  • Provide solutions/answers or escalate to staff who can
Service Outcome
  • UAS employees have prompt, effective and professional first-line support for UA-provided technologies.
  • UAS faculty and staff are able to use technology effectively in all programs and services (UAS strategic plan)
Revised: December12, 2008

UAS ITS Assessment Plan

Service AreaHelpdesk
Service NeededFirst-line technical support
Service Outcome
  • UAS employees have prompt, effective and professional first-line support for UA-provided technologies.
  • UAS faculty and staff are able to use technology effectively in all programs and services (UAS strategic plan)
Administrative Services Mission Alignment
  • X Effective and Efficient Practices
  • X Fostering Cooperation
  • _ Compliance
IT Services Success Indicators
  • 90% of voice mail responded to within 1 business hour
  • 90% of email responded to within 2 business hours
  • 80% of calls resolved at first contact
  • Average phone queue wait time < 3 minutes
Data Collection and Analysis Procedures
  • Helpdesk staff document contact reception and response times in a contact tracking database. 
  • Call queue wait times are obtained from the UAS PBX.
  • Helpdesk supervisor monitors data weekly to ensure service levels are achieved.
Utilization of Results

Failure to meet success objective will trigger a remediation strategy depending on the cause of the failure:

  • Employee performance: increase oversight, training and accountability measures.
  • Resource allocation: evaluate staffing levels and consider temporary or long-term internal reallocation.
  • Internal process / workflow: reassess processes and service strategies
Reporting Strategy
To be determined.
Revised: December12, 2008
 
 

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