Purpose
The IT Consultation Service is designed to provide faculty and staff with expert guidance on selecting technology solutions, improving business processes, and optimizing technology resources. This service ensures users receive the appropriate support while connecting them with the best technician for their specific needs.
Scope
This procedure applies to all faculty and staff requesting IT consultation through the MECC Helpdesk – TeamDynamix Ticketing System. It includes requests related to software selection, technology equipment, classroom setup, business process improvements, website or Fox Connect updates, and other technology-related inquiries.
Procedure
1. Submitting an IT Consultation Request
Users should submit a request through the MECC Helpdesk – TeamDynamix Ticketing System by selecting the IT Consultation service located in the Communication and Collaboration category.
- The request form will collect the following details:
- Requester’s name and email.
- Type of consultation needed (Software, Equipment, Classroom Setup, Process Improvement, Website/Fox Connect, etc.)
- Description of the request and any known requirements
- Timeline or urgency of the request
- Any relevant attachments (screenshots, documents, etc.)
2. Ticket Assignment
Once submitted, the ticket will be automatically categorized and assigned to the appropriate IT technician based on the type of consultation requested.
- Software & Licensing Requests → Assigned to Software Specialist
- Hardware & Equipment Recommendations → Assigned to IT Support Technician
- Classroom or Office Setup → Assigned to AV/IT Infrastructure Specialist
- Business Process Improvements → Assigned to IT Analyst
- Website or Fox Connect Updates → Assigned to Web Master
- Other Requests → Assigned to Helpdesk Coordinator for review
The assigned technician will review the ticket and reach out to the requester to gather any additional details.
3. Consultation & Solution Development
The technician will:
- Schedule a meeting, if necessary, to discuss needs in detail
- Assess available technology solutions and provide recommendations
- Ensure compatibility with existing systems and policies
- Determine if additional approvals are required (e.g., department head, IT leadership, budget approval)
If approvals are required, the technician will initiate the approval process before implementing the solution.
4. Approval Process (If Needed)
If the solution requires approval (e.g., software purchases, new technology deployment, website changes):
- The technician will document the request and submit it for approval to the appropriate authority.
- Once approval is granted, the technician will proceed with the recommended solution.
5. Ticket Resolution & Follow-Up
Once a solution has been determined and implemented:
- The technician will update the ticket with a summary of actions taken.
- If applicable, instructions or documentation will be provided to the requester.
- The ticket will be marked as Resolved in TeamDynamix.
- If further support is needed, the user may reopen the ticket or submit a new request.
Responsibilities
- Users: Submit consultation requests with detailed information.
- Helpdesk System: Categorizes and routes tickets to the appropriate technician.
- IT Technicians: Review requests, consult with users, develop solutions, and ensure approvals are obtained when necessary.
- Supervisors/Approvers: Approve requests when applicable (e.g., budget, system integration).
Conclusion
This procedure ensures IT consultation requests are handled efficiently, users receive expert guidance, and the most appropriate technician is assigned to assist with their needs. By using the IT Consultation service in MECC Helpdesk – TeamDynamix, users will get the right support while ensuring IT resources are optimized for the college