Service Name
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Computer Hardware Support - Desktop/Laptop
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| Description |
This service provides a single point of contact for all University-owned desktop and laptop computers supported by ITS.
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Service Line
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IT Service Center and Multimedia Services |
| Features |
- Provide troubleshooting, diagnostics and repair support for hardware issues
- Provide necessary parts needed to make repairs – ordering when necessary
- Provide necessary replacement hardware to repair system
|
| Service Administrator (owner) |
Barry Mullinax
|
| VP Customer |
Vice President for Academic
Affairs and Dean |
| Availability |
8:30 am - 5:00 pm M - F except for campus holidays and shutdowns.
|
| Support |
IT Service Center – 864-294-3277 – or email help.desk@furman.edu
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| Initiated |
Work order requests
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| Charges |
When repair is outside of ITS-covered repairs/replacements, referrals may be made to fee based service agencies.
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Delivery channels
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- Personal interaction
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Remote access
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Phone call/email
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| Prerequisites |
Covered system must be owned by Furman University, and the specific equipment/issue not covered by a proprietary turnkey contract with an external vendor.
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Key Service Targets
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- User satisfaction as measured through sampled surveys with 90%+ positive responses
- Work requests satisfied within defined performance targets 100% of the time
- Troubleshooting and repair parts orders within one business day for machines under warranty.
- 97%+ of systems requiring repair/replacement handled in house.
- 100% of system requiring repair to be replaced if cost exceeds current residual value.
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