IT Service Support Streams

Support Model: Work from home with some on-site presence

Overview

The IT Service Desk remains the primary point contact for incident reporting/resolution, requests for IT services, and tech support. Customers can contact the Service Desk via phone, online chat, or email.

Customers Served

Support is provided to following customer groups:

• Academic, administative, and support staff
• Students, alumni, and applicants
• Vendors

Services Provided

Remote Support

• First contact incident resolution and service request fulfillment (e.g. password resets; new employee account provisioning)
• Enterprise applications support (e.g. PeopleSoft systems)
• Slate support
• Slate access
• Respondus Lockdown Browser/Respondus Monitor (Slate's exam utilities)
• Hardware and device support
• Software installation and support
• Virtual classroom support
• Remote support for enterprise conferencing tools (MS Teams, WebEx, Zoom, SharePoint online)
• Online appointments for support appointments and curbside pickups/drop-offs of IT equipment
• Remote IT information sessions for students, faculty, and staff
• Sheridan Directory Assistance

 Onsite Support

• Onsite classroom support when classrooms are empty and if all remote options have been exhausted
• Curbside pickup services for laptops, library materials, accessibility devices
• Onsite device support (e.g. printers, phones, TVs)
• Receiving/shipping of equipment between campuses and to homes
• Preventative maintenance of all onsite hardware, including break/fix, updating of images, drivers, software
• Remote hands for those unable to be onsite – both clients and employees
• Onsite contact for vendors coming to campus to perform repairs/installations

Support Model: Work from home

Overview

The Service Management Platform Support stream is responsible for our service and asset management platform, ServiceNow.

Services Provided

The services provided in this stream include:

• Roll out of service and asset management processes in ServiceNow 
• Design, development, and application configurations in ServiceNow, including prioritizing features and capabilities
• Unit and component testing of release deployments 
• Ongoing support and maintenance of the ServiceNow platform
• Planning and continual improvement of the ServiceNow platform and associated processes, ensuring ongoing alignment with our IT Service Management and Asset Management strategies

Support Model: Work from home

Overview

The new Academic & Administrative Partnerships stream was created to forge relationships between IT and Sheridan's academic and administrative business areas. The purpose of this stream is to:

• Help business areas navigate IT by:
  • Directing customers to the appropriate IT department and/or process to support their request
    (e.g. directing users to Springboard for project requests)
  • Promoting/advising on technology-related best practices, including:
    • Reinforcing use of the IT Service Desk for reporting daily operational issues and requests
    • Encouraging adherence to IT Security protocols
      (e.g. reporting, not ignoring, suspected phishing emails)
    • Offering guidance on working remotely
    • Consulting on IT Services
• Facilitate two-way communications to support consistent messaging across Sheridan by:
  • Having proactive customer engagement meetings to review IT service-challenges and provide insight into IT initiatives/changes
  • Gaining insight into departmental initiatives/changes that relate to and/or impact IT services
  • Developing a deeper understanding and appreciation of the technology needs of each business unit to help them determine their needs for end-user technology and to be their IT Services advocate
  • Providing consistent messaging for each business area’s IT-related communication content – reviewing, providing content, promoting IT services, and creating knowledge articles when appropriate
  • Gathering technology requirements for academic programs
• Provide an escalation point to ensure that urgent issues or requests are driven to completion

Support Model: Work from home with some on-site presence

Overview

Audio Visual (AV) Systems is a team of AV Architects that design and implement AV solutions in classrooms, meeting rooms, common areas, and large venues.

Services Provided

• Design consultations for college stakeholders
• Design and deliver AV technology solutions for classrooms, meeting rooms, new construction projects, etc.
• Project management for AV initiatives
• Implement interactive video walls
• Digital signage: including support for backend content management system and front end displays/media players
• Innovative solutions. For example, by utilizing document cameras in classrooms, the team came up with a solution to enable remote delivery of curriculum to learners in other classrooms on-campus as well as to learners connected off-campus.