Service Desk

Service Desk

The Regina Catholic Schools Service Desk is a one stop shop for all of Regina Catholic Schools' technology needs. The service desk provides support for all software, hardware, networking and all other IT related services. The service desk uses Service Level Agreements to ensure that all requests are handled in the most timely and effective manner. the service desk can be contacted in a number of ways including phone, online, email and through a live chat.

Service Level Agreements

The Regina Catholic Schools Service Desk follows the following service level agreements to help ensure a smooth and effective resolution to all problems.

Priority

Response Time

Resolution Time

Low

2 Days

5 Days

Medium

1 Day

3 Days

High

4 Hours

8 Hours

Emergency

1 Hour

4 Hours

* When you contact the service desk your call is assigned a severity based on things like the number of people it is affecting, the type of equipment being affected and other key factors.


Need to know the difference between a Incident, Problem, Change Request and Work Order? The definitions below explain the difference between them.

  • Incidents
    • An incident is something that stops work flow for an individual user or a group of users.  This can be anything from software errors, faulty hardware or not knowing how to do something.
      • Example: Getting an error message when trying to print a Word document
      • Example: Computer will not turn on
  • Problems
    • A problem is an interruption of work but the user or service can proceed with a work around.  Problems can also be a foreseeable issue that has yet to cause a stop in work flow, but will soon.
      • Example: Server hard drive running low on disc space
      • Example: Can’t print to classroom printer, but printing to another printer works
  • Work Order
    • Work Orders are for when a specific task needs to be completed.  There is minimal troubleshooting involved and the objective is obvious.
      • Example: Install software for a user
      • Example: Scheduled training session for a group of users on Office
  • Change Requests
    • When a division wide change needs to be made, a Change Request is created and a committee of people meet to discuss what needs to be done.  This is to ensure all aspects that may be affected by the change are considered and the best solution is put in place.  A Change Request will follow a testing, implementation and follow up procedure to ensure minimal outages and the expected results are met.
      • Example: Modifying “Recover Deleted Items” setting in Outlook for all users for email recovery
      • Example: Users requesting access to RCS email on personal mobile devices

 

Assigned Schools by Technical Analyst

Adam Eric/Jet Cris Will

LeBoldus

​Sacred Heart

Luke

Theresa

Matthew

Deshaye

Pius

 

Miller/TIC

Gabriel

Catherine

Dominic

Marguerite

Holy Rosary

CEC

Anderw

Augustine / Jean Vanier

Riffel

Angela

Bernadette

Mary

Gregory

O'Neill

Peter

Timothy

Francis

Joan of Arc

Josaphat

Jerome

Michael

 

 


Assigned Schools by Data Specialists

Sarah Naluz Irene Paul
Sacred Heart Deshaye
St. Angela Holy Rosary
St. Bernadette Jean Vanier
St. Francis St. Andrew
St. Gregory St. Augustine
St. Jerome St. Catherine
St. Joan Of Arc St. Dominic
St. Josaphat St. Gabriel
St. Mary St. Marguerite
St. Michael St. Matthew
St. Peter St. Pius X
St. Timothy St. Theresa
St. Luke LeBoldus
O'Neill Miller
Riffel  
Regina Online