DDS - Prospective Customers

Last Updated: 03/26/2019

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.

Consultation, Planning & Recommendations

Computer Management & Support

Personal Device Support

Departmental Printers, Multifunction Devices

Support for Peripherals

Coordinated Efforts with Other Groups

Levels of 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:

Support Level Description
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

DDS’s Incident Response will get you back up and running as quickly as possible and with minimal interruption. To contact 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.

Instructions / Tutorials