Is this affecting multiple users or an entire department? CALL US DIRECTLY: (615) 343-9999. (615-343-9999 for Phone Services) Submit Help Desk Ticket or Request. We will combine our transformative learning programs and compelling discoveries to provide distinctive personalized care. "Are incidents ever escalated automatically?" Select an urgency level for your ticket: It is recommended that you CALL the help desk at (34)3-HELP (34)3-4357 to report a critical issue, rather than using this interface. Privilege Management is a web application that combines People, Privileges and Resources (cost centers, home departments, etc) to create Privilege Assignments, which are permissions that control access & authority within numerous Financial, HR, Procurement and other web applications or business processes throughout Vanderbilt. The overriding design goal is to be as simple and frictionless for both users and help desk staff as is possible. Help desk software, service desk software, a support ticket system, or what not – it’s something that you need to streamline communications with customers. No matter if your service desk solves tickets for your employees or your customers, you can use HelpDesk’s advanced features to help your users succeed with any IT-related procedures. All? Patient Safety is Affected) To ensure that Vanderbilt faculty and staff receive the best IT support possible, Vanderbilt IT wants to make the community aware of how to access the designated support teams for the university and Medical Center. In addition to more specialized help, general support can be … Documenation Through the exceptional capabilities and caring spirit of its people, Vanderbilt will lead in improving the healthcare of individuals and communities regionally, nationally and internationally. Copyright ©2020 by Vanderbilt University Medical Center. Create tickets from email, forms, phone call, API. The following table outlines default urgency guidelines for placing incidents. If you contact the Help Desk from one of these critical devices, the incident will be escalated more quickly. Priority 1 (Something is Broken. BitLocker Help For immediate assistance call the VUMC IT Help Desk at 615-343-HELP/3-4357 Submit a Help Desk Ticket or Request Customer Relationship Management Browse Pegasus Knowledge Articles Education and Learning Phone and Voice Support Research Support Computer Support New to VUMC? While an email account might let you send a message to someone, that’s simply not enough in this day and age. I Cannot Work), Priority 4 (Something is Broken. We have several tiers of support that start with Tier 1 and eventually escalate to our management team for resolution. Do you have another computer or printer to use? Recently viewed tickets. Through the exceptional capabilities and caring spirit of its people, Vanderbilt will lead in improving the healthcare of individuals and communities regionally, nationally and internationally. VUMC Finance application. "What questions should I be prepared to answer when calling the VUMC IT/NTT Help Desk for support or placing an incident through employee self-service?" Support Manager: Usually, a subject matter expert and person responsible for meeting service level agreement and managing customer support process. Incidents for our field support team are prioritized based on the impact and the urgency of the issue. Yolanda Redmond, Administrative Director, Purchasing, Systems, and Disbursements 60 Athletes Way N Mount Juliet, TN 37122-4440 615-343-5137 Service Request – Routine request for software/hardware upgrade/maintenance or assistance. Is this affecting patient care, or is this mission critical? Submit a request if you need access or an IT service performed. You can reach us by calling 615-343-9999 Monday - Thursday 7:00 am - 11:00 pm, Friday 7:00 am - 6:00 pm, and Sunday from 2:00 pm - 11:00 pm. On this yellow sticker is a workstation ID. 0 - 9: 1180: The paper form used by VUMC for the internal transfer of funds between departments. will be provided. Login: Remember me Lost password Register: Get help for this page. VUMC Dashboard Support Review your contact details and update location and preferred contact information, if needed. Machine is not operational because of a hardware or software problem and critical work cannot be performed. Service response is targeted to be within 8 business hours during regular business hours (7:30 a.m. to 6:00 p.m. Monday through Friday). Priority 1 (Something is Broken. phone), you can create a ticket to continue the conversation via email.. To create a ticket, click the “+ New ticket” button in the Ticket dashboard in the Tickets section.. 615-343-HELP (4357) For Voice Services. An unlimited number of email boxes, forms and API integrations can be used to create tickets automatically. Password. See the "Consider these service levels" tab below for details. To Crystal Terrace; To 100 Oaks; To Medical Center North; VUMC Map VUIT's goal is always to help you when you need it. The workstation ID helps to escalate the incident to the appropriate workgroup support team. An IT help desk team within your company provides professional technical support. Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). Minor or intermittent incident such that work can continue. Vanderbilt®, Vanderbilt University Medical Center®, V Oak Leaf Design®, Monroe Carell Jr. Children’s Hospital at Vanderbilt® and Vanderbilt Health® are trademarks of The Vanderbilt University. 3401: 3401 West End Avenue, across Orleans from Crystal Terrace and home to the Informatics Dept. Copyright ©2020 by Vanderbilt University Medical Center. VUMC Finance application. If after hours, can this wait until the next business day. All customers have the option to call the VUMC IT/NTT Help Desk or submit a self-service ticket via Pegasus, Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). If a workstation cannot be restored to service in 2.5 hours, a "hot spare" with basic network connectivity and Office applications (Word, Excel, Powerpoint, Outlook), Sharepoint, browsers, etc. . The goal is to make sure we prioritize incidents properly in order to achieve a high level of service for our customers. Top 10 Help Desk Tickets. If they fail to respond, the incident is escalated to our next support tier and, again, to our management team, if necessary. Prior to contacting Desktop Support with your computer issue, please consider the appropriate level of service you require. Online: Submit a ticket if you are experiencing an issue. Additionally, some workstations are considered critical devices. If your issue impacts patient care, Desktop Engineering provides 24/7 after-hours desktop support for emergencies. The user calls with their issue, a ticket is created; the ticket is completed / resolved Our team follows a predefined naming convention for this label. Patient Safety is Affected), Priority 2 (Something is Broken. Stephen Pert, Business Intelligence Analyst 3319 West End Ave., Suite 400 (615) 322-6653. Magento 2 Help Desk integrates UVdesk Help Desk with Magento 2 and enhances your customer service. Submit a request if you need access or an IT service performed. When calling the help desk or using employee self-service (ESS), please be ready to provide this ID to the helpdesk representative or in your Pegasus ticket. Every workstation we support has a yellow sticker on it. VUMC Finance application. IT support available from VU and VUMC Help Desks. If the problem is related to file access, our team can help resolve the issues, as well. Vanderbilt University Medical Center is committed to principles of equal opportunity and affirmative action. It combines customer service provided by system auto-response and agent to provide enterprise services. Are you experiencing issues with a Clinical Application? To NWPSAF Team: when closing a ticket please include one of the following to describe reason for closure. To ask for your computer issue, please consider the appropriate level of service you require you need access an! Enhances your customer service provided by system auto-response and agent to provide distinctive personalized care contact details update! Be a desktop, laptop, tablet or any other miscellaneous device Desk the. Have 15 minutes to respond during on-call hours for critical- and high-priority incidents funds between departments escalate incident! 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