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- No one can know everything. There is just too much new technology, software, and hardware out there with more coming to market monthly.
- Technology constantly changes. Just when you think you know one type of system or piece of equipment really well, a new one comes along and replaces it with all new bugs, problems, and incompatibilities.
- As a technology-based institute, the MIT culture assumes its users have a higher level of understanding of technology than may be the case. Consequently all development of tools and technology support are often designed with this assumption. The MIT culture assumes members of the community have the aptitude and desire to figure things out.
- Though the model in SHASS is a higher level customer service model than exists for many parts of the Institute, we have limited resources and rely heavily on our Section Liaisons to coordinate appointments during our supported section times. To maintain the highest quality of service for our SHASS clients with the limited resources we have, we are a concierge-style in-person and on campus only IT support operation.
II) Support Blocks
Each supported area has been assigned a single support block (morning or afternoon) where Dan or I will come on site to work on any and all IT problems.
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A. In general, we aim to show up between 8:30am and 9am for morning slots (traffic and public transportation dependent) and between 1 and 1:30pm for afternoon slots. Morning blocks end at noon and afternoon blocks end at 4:30pm00pm. We still have paperwork and client follow ups to complete end of day. Any new requests must be in the ticketing system no later than 3:30pm for any chance of us being able to help same day if we have availability.
B. Dan and I are experienced professionals and we work very quickly and efficiently so with the exception of virus infections and computer setups it rarely takes us the entire time block to address, resolve, or forward issues along to IS&T for further investigation. We will follow up with clients or IS&T for more complicated standing issues.
C.During short weeks where sections may be closed and students and staff are on vacation like the week between Christmas and New Years, support blocks will be suspended as we go to an on call model. All requests for support during this time can be emailed directly to us.
III) IT Liaisons
It will be the job of the section LIAISON to track requests for IT assistance in their sections and prioritize them for us when we get onsite. You know your people better than we do, so if there's a support issue that's more important, please let us know so we can assist those users first. So far we’ve been able to address, forward to IS&T, and/or resolve ALL tech issues that the liaisons have brought to our attention.
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