Dispatch Service

Service Description

The User Support and Engagement Dispatch Service (Dispatch) is committed to the goal of providing professional, informed, courteous, customer-focused IT services, in person at the customer's work location. This service is provided directly to the customer within the customer’s offices and buildings. ITS staff are dispatched to the given customer site to perform their work. Requests for support services are received and processed by the ITRC at 962-HELP, and requests for service are tracked through Remedy tickets. These services are provided during regular work hours, 8 a.m. to 5 p.m., Monday through Friday. The primary focus of the US&E Dispatch service is to support the customer’s business functions, and to provide support services to the customer’s computer and campus data network infrastructure. Our goal is to provide quality support services. We provide support for all campus-standard office applications, and we will provide best-effort support of most non-campus standard systems. Please note we do not provide direct application support for any applications other than the campus-standard suite of office automation applications. ITS has application services groups that are in place specifically to provide support of business-specific applications. We gladly refer customer departments to these other ITS service areas as needed and where appropriate. Because US&E Dispatch services are provided on an on-demand basis, and the ITS staff are not located on a regularly scheduled basis within the given customer’s department or offices, Dispatch is not logistically able to provide the full array of services or services to the same extent as we provide through our US&E On Site Support service. US&E Dispatch can provide services in the following areas: Desktop computer services:
  • Desktop and laptop hardware installation
  • Desktop and laptop hardware management, inventory, maintenance, etc
  • Desktop and laptop hardware troubleshooting
Software services:
  • Software installation
  • Software management, inventory, maintenance, etc
  • Software troubleshooting focused on quality of installation
  • Minimal applications software support
  • Triage of software troubleshooting with other ITS service groups
Business function services:
  • General consultation regarding campus-standard equipment
  • Periodic reports on status of systems
  • ITS communication and information
  • Advice and counsel as requested, required and appropriate
  • Direct access to other ITS and campus centralized resources
Network infrastructure support:
  • Connectivity to ITS services
  • Customer site network connectivity
  • Customer site liaison services with ITS-Communication Technologies
Other services:
  • ITS services - email, calendar, ITS training, ITS applications, etc
  • Software troubleshooting focused on quality of installation
  • Infrastructure such as location of the Customer Depts

Hours of Availability

8 a.m. to 5 p.m., Monday through Friday.

Customer

Any department on campus who wishes to utilize the service may use our services.

Customer Responsibilities

We ask each customer site to designate a staff person to be our primary contact person, referred to as the Point of Contact. The Point of Contact (POC) is a way for the ITS staff delivering the services to the Customer’s site to be aware of the appropriate tasks and priorities that need to be addressed for the Customer. The Customer should identify a person, a committee or a group of staff from within the Customer’s Dept. to serve as the primary contact point and source of communication for the ITS staff on behalf of the Customer. Our goal is to make sure that our On Site Support staff is aware of the tasks that need to be addressed, and that the tasks are in the order of priority that best satisfies the Customer’s overall business goals and objectives.

How Do We Charge

These services cost $45.00 per hour. Typically, the customer department provides the ITS Business Office with a fund account which is used to cover these charges.

How To Request More Information On Or Request The Service

Contact 919-962-HELP, visit http://its.unc.edu/Support/on-sitesupport/index.htm, or please contact Ken Yow at (919) 962-1422 or send an email to ken_yow@unc.edu.