Information and Digital Technologies (IDT)
Operations Unit's Info & Tech Support Workgroups

IDT Operations Unit's Info & Tech Support
This Operations unit is broken into several workgroups that are collectively referred to as Info & Tech Support:

• Information Support
• InfoSys Service Desk
• Operations Support
• Tech Support

Questions about the Info & Tech Support unit can be referred to Carol Phillips, Operations Manager or Sandy Neer, Lead.

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Information Support
This workgroup provides the following IDT services for supported Academic Affairs departments:

• Administers/maintains the IDT Service Request database systems (Currently, converting a FileMaker set of systems to an Oracle/ColdFusion set of systems).
• Assists with software installations and provides limited one-on-one training.
• Develops/maintains the IDT customer brochures, and documentation for IDT internal and customer processes.
• Maintains the IDT web sites on Lfolks, and the IDT (AA) web site on ROHAN.
• Provides consultation services for IDT customers regarding:
  • Desktop Publishing
  • Digital Files
  • Portable Document Files
  • Scanning
  • Web Publishing
• Provides TNS liaison & tracking support
• Acts as the Library's Email Coordinator for campus mail servers
• Develops/maintains online documentation for Academic Computing on the ROHAN web site.
• Maintains the IACC and MWSSLS web sites on ROHAN.
• Manages 20,000 UNIX accounts for Academic Computing.
• Provides Web Publishing consultation services to ROHAN account contacts.

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InfoSys Service Desk
This workgroup supports IDT customers and workgroup personnel in the performance of Service Requests by:

• Providing courteous and prompt service.
• Carefully listening and responding to stated needs.
• Providing the assistance needed or put the customer in contact with someone who can.
• Acknowledge receipt of a Service Request (SR) by giving each customer his or her SR number and Priority after entering their information.
• Solicit feedback for any change in IDT services.

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Operations Support
This workgroup supports IDT workgroup personnel in the performance of Service Requests involving hardware:

• Manages hardware supply maintenance for the Library, including Laptop Checkout and survey of old equipment
• Provides Library Hardware warranty & tracking support
• Assists with hardware moves and installations
• Verifies signal for Network Data Inserts
• Assists at the Service Desk

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Tech Support
This workgroup provides the following IDT services:

• Consults on Library Computing Hardware or Software purchase/evaluations
• Provides Library Computing Hardware and Software purchase acquisition & tracking support

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