Log out. IT support available from VU and VUMC Help Desks. When calling the help desk or using employee self-service (ESS), please be ready to provide this ID to the helpdesk representative or in your Pegasus ticket. If staff is required to come onsite to resolve a problem, it may take up to three hours. Each workstation could be a desktop, laptop, tablet or any other miscellaneous device. This is the “New ticket” view: 3401: 3401 West End Avenue, across Orleans from Crystal Terrace and home to the Informatics Dept. We do these two particular steps to make sure the incidents are handled properly and staff has sufficient resources assigned to them in order to complete tasks on time. If a workstation cannot be restored to service in 2.5 hours, a "hot spare" with basic network connectivity and Office applications (Word, Excel, Powerpoint, Outlook), Sharepoint, browsers, etc. EOE/AA/Women/Minority/Vets/Disabled VUMC Finance application. If you have a specific issue in mind, Pegasus Request search module can be used to search and find requests for specific needs or issues you might have. Login: Remember me Lost password Register: Get help for this page. We also have an automated paging system called AlarmPoint that notifies our teams about Critical and High priority incidents during normal business hours of 7:30 a.m. to 4:30 p.m. Monday through Friday and during our on-call hours. Copyright ©2020 by Vanderbilt University Medical Center. Patients & Visitors click here. (615-343-9999 for Phone Services) Submit Help Desk Ticket or Request. TicketDesk is an issue tracking system for IT Help Desks. IT Support: Contact information for VU and VUMC Help Desks Effective Oct. 1, Dell will provide Help Desk and clinical workstation support at Vanderbilt University Medical Center. Submit a request if you need access or an IT service performed. No matter if your service desk solves tickets for your employees or your customers, you can use HelpDesk’s advanced features to help your users succeed with any IT-related procedures. The following table outlines default urgency guidelines for placing incidents. The user calls with their issue, a ticket is created; the ticket is completed / resolved Some? "If I have lost access to a file or accidentally deleted a file from my department share, how do I get it back?". While an email account might let you send a message to someone, that’s simply not enough in this day and age. Help Desk. help desk Archives Hackers target Vanderbilt users in phishing attack Nov. 10, 2014—Last weekend, hackers launched a significant phishing attack against Vanderbilt email users. Service Request – Routine request for software/hardware upgrade/maintenance or assistance. Online: Submit a ticket if you are experiencing an issue. Vanderbilt IT offers multiple forms of help to university users. Every workstation we support has a yellow sticker on it. All? Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). Create tickets automatically from emails. phone), you can create a ticket to continue the conversation via email.. To create a ticket, click the “+ New ticket” button in the Ticket dashboard in the Tickets section.. Service response is targeted to be within 4 hours during normal business hours (7:30 a.m. to 6:00 p.m. Monday through Friday). Priority 1 (Something is Broken. Most? Our staff has tools that can allow them to restore files very quickly from hourly snapshots for the past 72 hours, or snapshots from the last 30 days. Help Desk | Use the Ticket Center Help Desk is a platform developed by Lark for enterprises to integrate internal intelligent service accounts. Service response is targeted to be within 8 business hours during regular business hours (7:30 a.m. to 6:00 p.m. Monday through Friday). We will combine our transformative learning programs and compelling discoveries to provide distinctive personalized care. The goal is to make sure we prioritize incidents properly in order to achieve a high level of service for our customers. VUMC Finance Staff Only . 3319: 3319 West End Avenue, the Crystal Terrace building. Yes, if a customer contacts the VUMC IT/NTT Help Desk regarding an open incident and there is no information regarding the status or on the work currently in progress, the incident is escalated to the management team. VUnetID. Through the exceptional capabilities and caring spirit of its people, Vanderbilt will lead in improving the healthcare of individuals and communities regionally, nationally and internationally. Are you experiencing issues with a Clinical Application? Patient Safety is Affected) CALL US DIRECTLY: (615) 343-9999. See the "Consider these service levels" tab below for details. Let Us Help You. Submit a ticket if you are experiencing an issue. When calling the VUMC IT/NTT Help Desk, ask for your incident to be escalated. Is your issue with a Clinical Workstation (CWS)? With the free Magento 2 support ticket system, your customer can create support tickets regarding their queries and you can easily provide assistance in a better way. Is this affecting your workflow? The overriding design goal is to be as simple and frictionless for both users and help desk staff as is possible. VUIT's goal is always to help you when you need it. Manage a help desk / follow issues. All customers have the option to call the VUMC IT/NTT Help Desk or submit a self-service ticket via Pegasus, Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). Minor or intermittent incident such that work can continue. An IT help desk team within your company provides professional technical support. Priority 1 (Something is Broken. To ask for this service, please submit a Pegasus ticket. In addition to more specialized help, general support can be … You can reach us by calling 615-343-9999 Monday - Thursday 7:00 am - 11:00 pm, Friday 7:00 am - 6:00 pm, and Sunday from 2:00 pm - 11:00 pm. "What questions should I be prepared to answer when calling the VUMC IT/NTT Help Desk for support or placing an incident through employee self-service?" Incidents for our field support team are prioritized based on the impact and the urgency of the issue. Consider these Service Levels for your computer support request. I Cannot Work), Priority 4 (Something is Broken. Top 10 Help Desk Tickets. "Are incidents ever escalated automatically?" The process has been developed over many years and most companies work in a very similar way. How to Buy A Computer, Printer or other accessories, Departmental Wireless Device Purchasing Guide. Help Help desk software, service desk software, a support ticket system, or what not – it’s something that you need to streamline communications with customers. Vanderbilt IT is here to meet your needs. Is this affecting patient care, or is this mission critical? Support Manager: Usually, a subject matter expert and person responsible for meeting service level agreement and managing customer support process. Recently viewed tickets. Is your issue with an Administrative Workstation or application (AWS)? VUMC Finance application. If after hours, can this wait until the next business day. Yolanda Redmond, Administrative Director, Purchasing, Systems, and Disbursements 60 Athletes Way N Mount Juliet, TN 37122-4440 615-343-5137 An unlimited number of email boxes, forms and API integrations can be used to create tickets automatically. Use the module Email Collector to scan input mailboxes and create tickets automatically. It combines customer service provided by system auto-response and agent to provide enterprise services. EOE/AA/Women/Minority/Vets/Disabled Do you have another computer or printer to use? To ensure that Vanderbilt faculty and staff receive the best IT support possible, Vanderbilt IT wants to make the community aware of how to access the designated support teams for the university and Medical Center. "What does the ID on the yellow label mean?". If your customer reaches out to you using a different channel than email (e.g. If they fail to respond, the incident is escalated to our next support tier and, again, to our management team, if necessary. CT Emergency Preparedness Plan; Floor Plans; About Us; Contact Us; Directions . WebDrive Help Desk | Submit A Ticket. Executive Support Services; Help Desk; News & Events. Vanderbilt University Medical Center is committed to principles of equal opportunity and affirmative action. Browse Knowledge Articles. VUMC Finance application. To Crystal Terrace; To 100 Oaks; To Medical Center North; VUMC Map Service response is targeted to be within 12 business hours to perform work remotely or schedule an appointment for an on-site visit (7:30 a.m. to 6:00 p.m. Monday through Friday). If it cannot, VUIT will help you schedule an in-person appointment at one of four Tech Hub locations around campus: The workstation ID helps to escalate the incident to the appropriate workgroup support team. The ID on the label is the workstation name. VUMC Finance Journal; Office of Finance. Monroe Carell Jr. Children's Hospital at Vanderbilt. On this yellow sticker is a workstation ID. Patient Care or a Critical Business Function is Affected), Priority 3 (Something is Broken. Through the exceptional capabilities and caring spirit of its people, Vanderbilt will lead in improving the healthcare of individuals and communities regionally, nationally and internationally. We will combine our transformative learning programs and compelling discoveries to provide distinctive personalized care. Welcome to WebDrive Help Desk. Machine is not operational because of a hardware or software problem and critical work cannot be performed. Prior to contacting Desktop Support with your computer issue, please consider the appropriate level of service you require. All customers have the option to call the VUMC IT/NTT Help Desk or submit a self-service ticket via Pegasus. Telephone Support For Telephone Repair Service, call (615)421-1611 Do not submit a Help Desk Ticket for telephone Additionally, some workstations are considered critical devices. Help Desk . Vanderbilt University Medical Center is committed to principles of equal opportunity and affirmative action. Service response is targeted to be within two hours of the report of a problem during regular business hours (7:30 a.m. to 6:00 p.m. Monday through Friday). Stephen Pert, Business Intelligence Analyst 3319 West End Ave., Suite 400 (615) 322-6653. BitLocker Help For immediate assistance call the VUMC IT Help Desk at 615-343-HELP/3-4357 Submit a Help Desk Ticket or Request Customer Relationship Management Browse Pegasus Knowledge Articles Education and Learning Phone and Voice Support Research Support Computer Support New to VUMC? Password. Vanderbilt IT help desk – VUMC Reporter. Our team follows a predefined naming convention for this label. Yes, any incident can be escalated to Support Management. Contact the Help Desk. VUMC Finance application. 1275: Budget form for grants and contracts. TicketDesk is efficient and designed to do only one thing, facilitate communications between help desk staff and end users. I Can Work), Monroe Carell Jr. Children's Hospital at Vanderbilt, For all other computer-related issues, submit a, Unscheduled downtime of department server or central server, Problem affecting entire department or multiple users, Customer under deadline for critical department operation or task, Customer is unable to send or receive email, Problem with application that is critical to customer, Application problem that does not interfere with critical functions, Printer not printing in single application, Request is specified non-urgent by customer, Hardware or software installations and/or recommendations. Review your contact details and update location and preferred contact information, if needed. All customers have the option to call the VUMC IT/NTT Help Desk or submit a self-service ticket via Pegasus, Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). VUMC Dashboard Support Help Desk :help desk software by Jitbit. will be provided. Is this affecting multiple users or an entire department? Search our knowledge base, ask the community or submit a ticket. May copy using triple click followed by CTRL-C. Your customers don’t contact you in a single way, so your help desk should be flexible enough to create tickets from a variety of sources. Select an urgency level for your ticket: It is recommended that you CALL the help desk at (34)3-HELP (34)3-4357 to report a critical issue, rather than using this interface. "If I report an incident outside of normal business hours, how quickly should I get a response from a support team member?". Vanderbilt®, Vanderbilt University Medical Center®, V Oak Leaf Design®, Monroe Carell Jr. Children’s Hospital at Vanderbilt® and Vanderbilt Health® are trademarks of The Vanderbilt University. Submit a request if you need access or an IT service performed. Vanderbilt®, Vanderbilt University Medical Center®, V Oak Leaf Design®, Monroe Carell Jr. Children’s Hospital at Vanderbilt® and Vanderbilt Health® are trademarks of The Vanderbilt University. 2525: 2525 West End Avenue, where you can find HR Express on the 2nd Floor. Magento 2 Help Desk integrates UVdesk Help Desk with Magento 2 and enhances your customer service. Please give us a call at 615-343-9999 to see if your issue can be solved over the phone with a remote technician. We have several tiers of support that start with Tier 1 and eventually escalate to our management team for resolution. To assure that Vanderbilt faculty and staff receive the best IT support possible, Vanderbilt IT wants to make the community aware of how to access the designated support teams for the University and Medical Center. Principles of equal opportunity and affirmative action a.m. to 6:00 p.m. Monday through Friday ) the 2nd Floor opportunity! 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