Yale University

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Yale ITS Home Accounts

Types of support

The grid below indicates what type of support Help Desk provides on specific systems, applications, or devices.

Item Verify account Install or configure Diagnose Initiate Fix Functional help Provide Information Escalations Make Referrals
Adobe Products
(Acrobat, Acrobat Reader, Photoshop, InDesign)		   • • • •      
AntiVirus   • • • •
scan & update		 • •  
Backup service
(subscription service) 		• • • • • • • •
Email
(subscription service)
Eudora, Thunderbird, Pantheon, Webmail		 • • • • • • •  
Facilities Applications               •
Hospital Applications   •       • •  
Library Applications

Please refer to the Yale University Library website for further information.

Network • • • • • • • •
Operating Systems
Windows XP Professional, 2000, Mac OS 10.X		     • • • •   •
Oracle Financials and Reporting
(Including BUG Report Library, DWH Portal)		 • •   • • • • •
PDA, cell/smart phones             • •
Printing     • • • •   •
Productivity software
(i.e. Microsoft Office Suite)		   • • • • • • •
Remote access
(VPN, Remote Desktop, PPP) 		• • • • • • • •
Reporting Tools
(Brio Query)
              •
University supported applications
 (Accuship, EMS, Grants.Gov, Orbitz, SciQuest)		 • • • • • • • •
Web browsers
(IE, Firefox, Mozilla, Safari)		   • • • • •   •
Workgroup computing • • • •   • • •
YSM supported applications:               •
AS400
 • • • •   • • •
IDX
   • •     • • •
BMS 2000
 • • • •   • • •

 

Support Glossary

  • Verify account: Assure account exists and is active
  • Install & configure: Assist in downloading software and customizing settings
  • Diagnose: Ask a series of organized questions to identify and repair the problem
  • Initiate fix: Troubleshoot and fix problem over the phone, using remote management tools such as Timbuktu, and Desktop Streaming
  • Functional help: Provide basic instruction or referral to other resources. (Example: create address book entry, available classes)
  • Provide Information: Answer general questions on products and services
  • Escalate: If the problem requires support from units other than Help Desk, we will escalate to the appropriate unit in a complete and timely manner
  • Make Referrals: Refer client to appropriate source for information. The source can be a website, or person

When Help Desk supports ends and Desktop Support begins:

  • local print sharing
  • local file sharing
  • fixing external ISP related problems (e.g. SNET Internet and AOL private networks)
  • switchboard/message service
  • Pine/BioMed
  • PDA and Smart Phones
  • Any support call that takes over our 20 minute maximum

For training or extensive instruction, contact YSM Training or the Learning Center for these needs.

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Last modified: Saturday, 09-Aug-2008 10:31:32 EDT. (jj)