Technical document
Client applications
Client services
Support
MEB IT support service provides user support to all employees and those associated with MEB. All available user support is outlined in respective service description .
The IT support service includes the following:
- Ordering, purchasing and delivery of computer equipment for research and teaching
- Ordering, purchasing and delivery of IP telephony, mobile phones and telephone extensions
- Ordering, purchasing and delivery of printers, local printers and toners
- Maintenance and troubleshooting of printing functions
- Purchasing and registration of software licenses intended for research and teaching
- Installation and application deployment as outlined in the service agreement for the individual workplace
- Administration of the AD account and profile management for employees and affiliated
- Management of quotas for storage (home directory and catalogue of projects)
- Incident management and problem management of the services IT provides MEB
- Installation and application deployment as outlined in the service agreement for the individual workplace
- On-site support for services in the workplace, on MEB equipment.
Target group
Employees and those associated with KI MEB IT who uses common IT services provided by MEB IT.
Client use
MEB IT provides user support to employees and those associated with MEB for all IT services provided by MEB IT during office hours. User support is done via e-mail or phone.
Limitations
- MEB IT provides support only for IT systems and computer equipment owned by MEB. User support includes only those services defined in the MEB IT service catalogue. It does not cover separate IT systems in any units or divisions.
- MEB IT does not replace toners nor fill the printers with paper.
- MEB IT does not move existing computer equipment (computer, monitor).
- User support is given for work stations that have been delivered by the MEB IT. We do not troubleshoot equipment or internet connections from places other than KI MEB IT.
Service level
All incoming cases – questions, requests and error reports – are recorded in the Case Management System (CMS). The case is supplemented with customer data, case and service categorization, priority (high, medium, low) and all other necessary information. If the matter cannot be handled by the user support it is delegated further within MEB IT. The user support reconnects to the user with information about when the case can be handled.
Contact
Orders and error reports are handled via IT Support.
Printer
The IT support provides access to a complete and stable printing management. RICOH printers can be used for scanning as well as copying. The units have room for both A4 and A3 paper. The remaining printers are for printing only.
The service includes:
- Purchasing, delivery and commissioning of printers.
- Service and maintenance of the system.
- Ability to print, scan and copy on print devices with multifunction.
- Management of the printing units according to current environmental policy.
- Scan to own or another email or home directory.
- Fax machine in the postal room.
Target group
Staff and those associated with MEB.
Client use
The service enables a safe and cost-effective print, scan, and copy functionality.
Limitations
MEB IT does not refill the printers with paper.
Availability
The service is available around the clock. In case of failure of a printer, another nearby device should be used.
Service level
All support and handling of printer errors units are included in the service agreement at no charge. Troubleshooting is performed during normal business hours. Error handling begins within 1-24 hours after notification to IT Support.
Contact info
Orders and error reports are handled via IT Support.