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TMIHELPDESKSubmittedbyDavidM.Cross
09/01/2016
PURPOSETheTMIHelpdeskhelpdesk@tmi-inc.orgisaresourceintendedtoprovideourend-userswithinformationand support related to TMI’s products, services, and office supplies. The primary purpose of the TMIHelpdesk is to troubleshoot, resolve and/or provide guidance about products and services such ascomputers,electronicequipment,software,hardware,andgeneralofficesupplies.Fordocumentationpurposes,theTMIHelpdeskSupportSystemwillbefacilitatedviaEmail.TMIHELPDESKENDUSERPROTOCOLS
• WhoShouldContactTheTMIITHelpdesk?o All TMI authorized Information System users should contact the TMI Helpdesk
[email protected] Information Systems include however are not limited to: All Hardware i.e., Desktops,
Laptops,Keyboards,Mice,LocalandNetworkPrinters,Copiers,FaxMachines,Scanners,Desk Phones, Cellphones, Tablets, Boardroom and Conference Center Audio VisualEquipmentandRoomReservations,RingDoorbells,Keys,Keycards,DoorCodes,AlarmCodes, Alarm Systems, Security Cameras, Fire Extinguishers, and all General OfficeSupplies.
o Information Systems also include Software related issues such as TMI Cloud Access,Pinnacle,Relias,InternetAccess,Email,MicrosoftOffice,QuickBooks,FileMakerProetc.
• WhatShouldIDoBeforeContactingTheTMIHelpdesk?o Ifyourissueisrelatedtohardwaresuchasadesktoporlaptop,saveyourworkfirst,and
thencompletelypower-cycle(Reboot)yourdesktoporlaptoptoseeifdoingsoresolvesyourissue.Iftheissueissoftwarerelated(ifpossible),checkwithanearbycoworkertoseeiftheyareexperiencingthesameissue.
• HowToContactTheTMIHelpdesko YoumaycontacttheTMIHelpdeskviaEmail [email protected]
following:Openyouremail,intheSUBJECTLINEtypeYOURNAME–YOURLOCATION–YOURISSUE(pleaseseeExamples1,2,and3below).Inthebodyoftheemailofferabriefandsuccinctdetaileddescriptionoftheissueyouareexperiencing.IfyouareunabletosendanemailtotheTMIHelpdesk;(iffeasible),pleaseaskacoworkertosendanemailtotheTMIHelpdeskonyourbehalf.EmergencyphonecallsandtextmessagestotheITDepartmentarealwayswelcomed.
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• WhatHappensAfterIContactTheTMIHelpdesk?
o OnceyoucontacttheTMIHelpdeskviaEmail,youwillreceiveanautomatedresponsesimilar to: “Hello, thank you somuch for contacting the TMIHelpdesk!Our goal is toresolveyourissuewith100%satisfaction;aTMIstaffmemberwillrespondtoyourrequestmomentarily.Thankyouinadvanceforyourpatience;welookforwardtoservingyou…”
o Inmostcases,[email protected]
peoplethefirsttimetheycontacttheHelpdeskviaemail.IftheycontacttheTMIHelpdeskagainafterfourdaystheywillseetheauto-responseagain.
o BaseduponthesubjectmatterofyouremailtotheTMIHelpdesk,yourrequestwillberoutedtotheappropriatepersonnelforresolution.
o OurinitialSLA(ServiceLevelAgreement),willbe16businesshours.Thismeansthat(with
the exception of extenuating circumstances), someonewill personally contact you viaemail,text,orinpersontofacilitatearesolutionofyourissuewithin16businesshoursorless.
o OurgoalistosignificantlyreducetheSLAovertime.TMIHelpdeskrequestswillusually
behandledandresolvedbyorderoftechnicalandbusinessimportance.
• What’sNext?DuringthenextfewweekswewillbeinTMIHelpdeskTestingandEvaluationmode.Groupsandindividuals from selected TMI siteswill be invited to participate in the testing and evaluationphase.Oncethetestingandevaluationphase iscomplete,wewill likelyselectanofficialstartdate for everyone to begin utilizing the TMI Helpdesk. A brief training session at one of ourManagement or All StaffMeetingsmay bewarranted.Our expectation is that theOffice TMIHelpdeskstartdatewillbeMonday,October3,2016.Obviously there will be a few missteps along the way however, we firmly believe that theimplementationofaTMIHelpdeskwillpaymeasurabledividendsnowandinthefuture.SandrawilldirectherteamtomakethenecessaryadjustmentsandimprovementstotheTMIHelpdeskaswemoveforward.TheTMIHelpdeskhelpdesk@tmi-inc.orgrepresentsamajorshiftinhownotificationoftechnicalissues are communicated. While Sandra will always make herself available for technicalemergenciesandotherpertinentTMIlogisticalmatters,stoppingherinthehallway,callinghercell,office,oremailingherdirectlytocommunicateanissuewillbeathingofthepast.ThesameholdstrueforNiki,manyindividualssimultaneouslycallingandemailingherdirectlyforgeneralofficesupplies,keys,alarmcodesetc.willcease.Thebenefitsandpositiveimpactonourend-userswillbetremendous!WhentheTMIHelpdeskisimplementedandfullyfunctional,TMIemployeesfromallTMIofficeswithinformationsystemsaccess,willbeabletoobtainthesupporttheyneedregardingmajorandminortechnicalissues,by simply emailing the TMI Helpdesk [email protected] from their computer, laptop, ormobiledevices!Ourmostsignificantchallengewillbegettingeveryonetoshifttheirmindset,andembracethisnewprocess.Thankyou…
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