Securing Technology Services at UMC

Policy last updated 2010/2/07

It is important for you to know and follow the process for making sure your technology tools are kept in running order.

The Basics

All UMC technology hardware and software is purchased and installed by our IT staff. As is laid out in our employee handbook, it is against UMC's policy for anyone to download or install software of any kind (even if you think you have a valid software user agreement); or, add, remove, or modify any hardware components from UMC equipment. That includes, but is not limited to: instant messaging services, Internet music services, etc. See your UMC Employee Handbook for additional important rules and guidelines.

Who do I call if I need help with a printer, copy machine, my PC, cell phone, etc?

Please use the following procedure to get support from the IT department. We can help in the following cases:

• Check the Knowledge Base as your question might have already been answered.
• Problems using UMC's technology including PCs, Mobile Devices, Printers, Faxes, Remote Access, etc.
• Problems accessing company servers, databases, etc.
• Requests for new IT equipment or changes made to current equipment.
• Questions about the use of UMC's technology systems.

If the Knowledgebase does not answer your question, submit an IT Request by emailing help@umci.com

DO NOT USE THE KBOX HELP DESK SYSTEM. THE ONLY METHOD FOR ASSISTANCE IS THE ABOVE EMAIL ADDRESS

Be sure to supply all the requested information that we will need to assist you.

• One issue per request!
• One request per issue. For follow-up, just reply to the email to use the same ticket.
• Don.t just say "Help!" or "it doesn't work".
• No need to say who you are, we know that by who sent it in.
• You're not guaranteed a particular tech. Everyone monitors the queue and you will be assigned to whoever can assist you best.

Tickets with "untitled" or ambiguous wording will lose style points.

What do I do if it is an emergency and I cannot work because of a technological issue?

If the situation is an emergency, call the helpdesk phone at 206 368 6214. If the phone rolls to voicemail, please leave your contact information along with details of the problem. Voice mail will send a page to Antonio Fernandez, Chris Bondelid, and Doug Smith. We monitor this number and we will have someone return your call ASAP. If you do not receive a call in 15 minutes; or, timing is truly more critical, please contact the front desk during working hours and Mary, our receptionist, will assist you in finding a solution.

What if I need new hardware or software?

Discuss the tools that you would need to do your job effectively and efficiently with your supervisor. If your supervisor concurs, your supervisor will put in the IT request.

What can I expect as service hours during the day?

Helpdesk hours are 7:00am to 5:00pm, Monday through Friday. We endeavor to monitor the phone number 206-368-6214 after hours as discussed above.

What can I expect when I submit an IT request?

When you submit an IT request on the intranet or through email, you will be notified when:

• Your request has been reviewed and prioritized;
• There are questions with your request
• Your request has been rescheduled for any reason;
• Your request has been completed.

Our goal is to resolve your issue in a timely manner. Our new help desk will greatly facilitate both the timeliness of your service and will provide documentation that will assist in properly maintaining our equipment in the future.