Network Support Teams are based in each department and provide installation, support, troubleshooting and upgrading of desktop and laptop PCs, thin clients, printers, scanners, specialized output devices and many types of software. They work to solve problems with hardware and software to keep systems running efficiently and minimize down time. They also manage many types of servers, network operating systems, email systems and network hardware such as switches, routers and firewalls. Staff on these teams all share the same ticketing system, HP OpenView.
All requests for service from these teams should initially go to the Service Desk. If the Service Desk canít resolve the issue, they create a ticket for the Network Support Teams to address. As tickets are completed, the technician records information in the ticket describing the actions taken to resolve the issue. OpenView is then used as a knowledgebase to track history of a particular computer or to analyze trends in order to implement system-wide improvements.