Service Name
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Research Equipment Support
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| Description |
This service provides computer support for the research programs utilized by the academic departments. Support is limited to the computer, network and software resources associated with laboratory instrumentation. It includes assistance in the specification, purchase, configuration, testing and troubleshooting of these resources. Supported departmental Research laboratories with computer-controlled instruments include Biology, Chemistry, EES, Physics and other physical testing labs.
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Service Line
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Client Services
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| Features |
- Consult with the customer community on the support required regarding existing and potential research lab instrumentation
- Identify requirements and coordinate activities to support the implementation, use and maintenance of instrument-related computer resources in research laboratories
- Provide time and cost estimates for acquiring, licensing and implementing instrument software
- Provide expertise from within Client Services to address application - and instrument-specific troubleshooting
- Provide non-standard operating system support for connected systems where these are required by instruments
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| Service Administrator (owner) |
Wade Shepherd
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| VP Customer |
Vice President for Academic
Affairs and Dean |
| Availability |
Consultations and support activities during business week and by special request |
| Support |
IT Service Center - 864-294-3277 - help.desk@furman.edu for trouble, general requests, scheduling when appropriate, and to request consultation on new equipment or related processes.
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| Initiated |
- Approved Work Requests
- Faculty request to service owner
- Direct calls in the case of emergencies
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| Charges |
Service is provided at no cost to customer. Application Research Instrumentation and technology resource costs are borne by the appropriate academic department.
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Delivery channels
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- Completed work requests
- IT Service Center Support
- Consultations with faculty by ITS
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| Prerequisites |
- Systems must be University-owned systems and for use by University employee or student
- Systems must be for use at University or University supported programs
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| Key Service Targets |
- Initial contact with user within 1 business day
- For troubleshooting receive initial response within 4 business hours
- Verify system functionality.
- User satisfaction
- Positive user feedback through Track-It surveys
- Positive feedback from faculty lab coordinators
- Requests for service tracked within Track-It meet designated performance targets
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