DDS - Our Promise: Details of the Dedicated Desktop Support Service

Last Updated: 06/16/2017

Scope, Activities and Deliverables

Dedicated Desktop Support (DDS) provides proactive and reactive technical support for computers, tablets and mobile devices. This includes the management and maintenance of computers, monitoring customer needs, incident response and troubleshooting and repair.

Technical Consultation, Planning & Recommendations

DDS conducts a technical and business review as part of the initial DDS transition process. In addition, DDS can provide consultation for departments specific IT needs by coordinating other resources inside of OIT, at the campus level, or with external vendors.

Computer Management and Support:

Our Technicians utilize the CU Boulder Active Directory to monitor, patch, and report on departmental computers via management systems installed on all DDS supported systems. DDS provides management and support for university-owned computers that meet the minimum-supported software and hardware standards.

Support for Personal Devices 

DDS provides support for smartphones and tablets by providing connection to university resources. Support other than connecting to university resources is on a best effort basis.

Support for Departmental Printers / Multifunction Devices

DDS ensures departmental printers and multi-function devices (MFDs) provide consistent and reliable service and will troubleshoot issues and coordinate necessary repairs of printers and MFDs with the vendor.

Support for Peripherals

DDS provides support for other peripherals such as personal scanners and web cameras at a best effort level of support.

Coordinated Efforts with Other Groups and Departments

DDS follows technical guidelines and procedures established by other parts of OIT, CU Boulder, and University Information Systems. DDS can coordinate efforts with the department and groups such as Networking, Identity Management, Shared Infrastructure Services, University Information Systems, and Human Resources. 

Levels of Support provided by Dedicated Desktop Support

DDS provides specific levels of support for various situations, and we strive for the highest level of support that we are able to provide. The 4 levels of support provided are:

Supported

  • Provide fully functioning, managed, and monitored computers and services
  • All supported systems are set up for optimal performance
  • DDS will utilize remote support via desktop connection when necessary

Best-effort

  • DDS technicians provide help and recommendations
  • No expertise or escalation path beyond the DDS technician team

Minimal

  • Brief support for situations not in accordance with university recommendations
  • DDS technicians will assist with relatively minimal effort that will help the DDS customer in whatever way they can.

Not Supported

  • Some systems and services are distinguished as not supported by DDS and are not covered by this Service Level Agreement.
  • Computers and systems that do not adhere to University policies may be in this category.

Incident Response

The primary goal of DDS’s Incident Response process is to get the supported individual or department back up and running as quickly as possible and with minimal interruption. There are two primary methods of contacting Dedicated Desktop Support for technical service: 

  • DDS Request Portal: The quickest method for departments to receive support is by using the DDS service request portal, which will ensure the quickest response from the technician. Requests via the desktop support portal can be submitted during or after normal business hours, but those submitted after business hours will be processed the following business day.
  • IT Service Center: Departments may obtain support by contacting the IT Service Center at 303-735-4357 (5-HELP from a campus phone) or at help@colorado.edu. IT Service Center personnel are not employees of DDS, but will assist customers and help them get into contact with desktop support personnel. DDS cannot guarantee a response time when requests are submitted via the IT Service Center.