Standard Desktop Support

ITS supports computers and software used by faculty and staff. Most requests for service are responded to and even resolved before the end of the business day. Computer security is a priority of Standard Desktop Support.


Services

New Computer Setup

We set up new university-owned computers with a standard operating system and applications.
Submit a ticket in IT Request using
Service: My Computer
System/Application: New Computer Setup

Software Installation

Once you have purchased the appropriate license, we can install software.
Submit a ticket in IT Request using
Service: Software
System/Application: Software Installation 

Computer Troubleshooting

Having problems with your computer? We can help diagnose and resolve computer issues.
Submit a ticket in IT Request using
Service: My Computer
System/Application: Desktop (University Owned) 

Computer Surplus & Disposal

When computer equipment is no longer useful, we can prepare computers for surplus or e-waste including securely erasing data.
Submit a ticket in IT Request using
Service: My Computer
System/Application: Computer Surplus & Disposal 
Please see the Secure Data Disposal service page for secure media disposal.



Service Levels

2013-15 Service Level Agreement: Standard Desktop Support

  1. General Overview
  2. Service Description
  3. Roles & Responsibilities
  4. Requesting Service
  5. Hours of Coverage, Response Times, & Complaint Resolution
  6. Maintenance & Service Changes
  7. Pricing
  8. Review & Reporting
  9. Approvals
Standard Desktop Support is available Monday - Friday, 8am-5pm on regular business days.

When a ticket is opened in IT Request, the Support Center will set a priority, assign a technician, and respond directly to you within 8 business hours.

Eligibility

Computers can receive Standard Desktop Support services by meeting these criteria:

  • Computer is university property, not personally-owned
  • Computer is running and compatible with a Standard Operating System 
    (Windows 7 & 8, Mac OS X 10.6 - 10.9)
  • Support technician administrative access exists or can be created on the computer.
  • Support Center can re-image a computer when necessary to resolve an incident or complete a service request.
  • Support Center has the ability to remotely control the computer with the client’s authorization using QuickSupport
  • Computers in labs may be eligible for support on a per-lab basis if the lab configuration meets all other requirements for service support.
    Contact the SDS service manager to evaluate lab support.


Policy

Remote Assistance
All clients can receive remote assistance via ITS QuickSupport. Support staff will always request permission from clients prior to establishing remote control connections.

Other Applicable Policies
IT Policies and Guidelines
Acceptable Use Policy
UCSC Password Strength & Security Standards
Understanding UCSC's Minimum Network Connectivity Requirements
UCSC Implementation of the UC Electronic Communications Policy (ECP)
UCSC Remote Access Requirements

See Also