1. Last Updated: 4/14/2014 Academic Computing Services, IS
Help Desk Coverage
Help Desk must have coverage for the standard office hours of 8:30 a.m. - 5:00 p.m.
Schedule
Help Desk coverage is listed on the ACS Calendar. This calendar is updated monthly. Each member of the team will take
responsibility for the days they are scheduled. If you are scheduled out for the day it is your responsibility to find
coverage for the day.
Coverage
Coverage includes HEAT tickets that come into the ACS Queue as well as E-Mail requests that come in through the
Educational Computing E-Mail.
All HEAT tickets should be acknowledged the day the ticket is received by the ACS member covering for that day.
Coverage should include:
 Open the Group: All open ACS tickets (This is a complete list of all tickets open for the ACS team.
 Acknowledge the ticket: In the Assignments tab the ticket must be acknowledged.
 Change Ticket Status: In the Call Log tab you must change the status of the ticket. Failure to change the status
of the ticket will force a HEAT Escalation E-Mail and or Page.
 Clarify Ticket with client: The team member should gather any requirements needed. (Example: Connect; What
is the user ID, course name and folders they are working in?)
UMass Medical School 1 of 2

2. Last Updated: 4/14/2014 Academic Computing Services, IS
The Team member should make every effort to close the ticket themselves. Information for each application is
available in the ACS SharePoint folders. In the event that you cannot close a ticket yourself, you will forward
the gathered requirements to the application specialist for furthur assistance.
Application Specialists
Adobe Acrobat Lee Morin
Adobe Connect Ranjana Verma
Adobe Presenter Ranjana Verma
Content Management System Ranjana Verma, Lucy Green
GoToMeeting Lucy Green
E*Value Lee Morin, Trish Lacasse
Profiles Lucy Green
BLS Vista Andrea Barrett, Andrea Delaney
Polling Technologies Laurie Theriault
UMass Medical School 2 of 2