College of Dentistry | University of Florida

Help Desk

The Help Desk provides technical assistance on supported products to faculty, staff and students of College of Dentistry in a prompt, courteous, and informed fashion through a single point of contact. Computing questions, problems, and requests reported to the Help Desk are tracked and handled immediately by the Help Desk staff on duty or referred to a support technician or analyst who has expertise in specific computing areas or supported software.

Hours of Operation: 8:00 AM to 5:00 PM weekdays, except for University Holidays

Supported Services and Software

List of Supported Services

  • Service and support of PCs, Macintoshs, and their peripherals.
  • Act as a point of contact for network infrastructure problems.
  • Maintain the clinical software and associated hardware.

List of Supported Software

Personal Computer Macintosh
  • Windows XP SP2
  • Microsoft Access 97, Office 2003
  • Microsoft Internet Explorer 6
  • Firefox 2.0
  • Novell Client 4.91 sp4
  • GroupWise 7.0 Client
  • McAfee VirusScan Enterprise 8
  • Quick Recovery
  • Adobe Reader 7
  • Adobe Acrobat 7
  • Adobe Photoshop CS, CS2
  • Filezilla FTP
  • Hummingbird Host Explorer 6
  • RealPlayer
  • Quicktime Player
  • Windows Media Player 9, 10
  • Roxio Creator
  • Power DVD
  • Synchronis
  • PDA Connect
  • Endnote 10
  • FileMaker 7, 8
  • Macintosh OS 10.3, 10.4
  • Microsoft Office v.X, 2004
  • GroupWise 7.0 Client
  • Firefox 1.5
  • Safari
  • Virex 7.7, 8
  • Adobe Reader 7
  • Real Player
  • Flip4Mac
  • Delta Graph 5
  • Endnotes 9, 10
  • FileMaker 7, 8

 

Work Request

There are four primary ways to reach the Help Desk to report a technical issue:

  • Web - https://support.dental.ufl.edu - You can put a request in 24hrs a day - but the ticket is put in after our open hours it will be dealt with the next business day. Please try to be as specific as possible in describing your problem.
  • Telephone - 273-5701 - Our phone uses a roll-over system in order to insure that a human answers the phone. If the line is already in use, then the voicemail system will take a message. We have a staff meeting on Thursday from 2PM-3PM.
  • E-Mail - This email account is checked throughout the day but may not have as rapid a response time as the telephone or walk-in.
  • Walk-In - D3-43 - Our office is almost always staffed, and a walk-in is usually the quickest method to get service in the event of an emergency.

While it is not uncommon to report problems to technicians when you see them working on another problem, we recommend that you send a reminder email or make a reminder phone call afterwards to insure that your problem has been logged.

Service Interruption

We try to schedule our service when it is most convenient for the user, but in the event that this is not possible, we may be required to interrupt a user’s work in order to solve the problem in a timely manner. This decision is ultimately left up to the user.

Work Request Status

Any progress made on solving a problem is entered into our ticket-tracking software, so that any IS department staff member can look it up and inform the user on the status of their request. Also, the technician working on the problem will inform the user of any updates in a timely manner. In order for a work request to be closed out, the problem must be resolved in one of the following fashions:

  • The problem is solved.
  • The problem is not solvable by the College of Dentistry IS department, and a request is put in to the party responsible for the faulty service, software or equipment. This includes problems with external email accounts, websites and equipment not serviceable by the IS department.

When a problem is resolved, someone from our office will contact the user in an appropriate and timely manner to let them know that the problem has been resolved. A short explanation will be given, and a full explanation will be given upon request. Also, advice, if applicable, will be given to help avoid similar problems in the future.

Exceptions in Work Request Handling

Work requests are normally handled in the order that we receive them. In special cases, such as work stoppage or many users being affected, we will give newer work requests a higher priority than those already in the queue. This is not to imply that any request is unimportant, but due to our limited staff, we are unable to service everyone’s request immediately.

Email Issues

Client Responsibilities

Our users are expected to maintain a basic level of security on their computers as well as refraining from activities that will result in unnecessary maintenance. This is to prevent security violations and problems that can be easily avoided. This includes:

  • Backing up documents, bookmarks or favorites.
  • Locking or logging off of his/her workstation when it is not in use
  • Maintaining secure passwords that are not shared
  • Following HIPAA standards for patient confidentiality
  • Not downloading or installing spyware or other unapproved programs which may cause system instability
  • Promptly reporting any problems to the Help Desk that may be experienced with a computer system

Help Desk Service Level Agreement

Reporting Technical Issues: All technical issues reported to the UFCD Information Technology Office will be attended to within the stipulated time frame, except in case of emergencies defined below, or when a third party solution (such as new hardware, hardware replacement, software license, or other external solution) is necessary. In this case, the user will be informed of the new increased time estimate.

  • New Account Creation
    • Novell Account – 1 Day
    • Email Account – 1 Day
    • Quick Recovery Account – 1 Day
  • New Hardware Setup
    • New Computer – 5 Days
    • New Local Printer – 1 Day
    • New Network Printer – 7 Days (based on Shands Infrastructure)
    • Miscellaneous Peripheral – 2 Days
    • Network Port Activation – 4 Weeks (based on HealthNet)
    • Wireless Network Card Setup – 4 Hours
  • Work Stoppage
    • Network Connection Not Working – 5 Days
    • Internet Connection Not Working – 1 Day
    • Email Not Working – 1 Day
    • Printer Not Working – 3 Days (based on Laser Action Plus)
    • Application Error – 1 Day
    • Computer Will Not Boot – 2 Days
    • Quick Recovery Problem – 4 Hours
    • Miscellaneous Hardware Failure – 2 Days
  • Software Problems
    • Virus – 5 Days
    • Spyware – 5 Days
    • New Software Installation – 2 Days
    • Existing Software Not Working – 3 Days
    • Remove Existing Software – 1 Day
    • Reset Novell network or GroupWise Email password – 2 Hours
    • Reset Quick Recovery Password – 2 Hours
    • Wipe and Reinstall Operating System – 4 Days
  • Hardware Problems
    • Keyboard or Mouse Problem – 4 Hours
    • Monitor Problem – 3 Days
    • CD-ROM, ZIP, or Floppy Drive Problem – 3 Days
    • Problem with Audio – 3 Days
    • Hard Drive Problem – 3 Days
    • Network Port Problem – 5 Days
    • Miscellaneous Hardware Problem – 3 Days

College of Dentistry Acceptable Use Policy

The College of Dentistry follows the University of Florida ’s Acceptable Use Policy (AUP) with regards to computers owned by the university. The complete AUP can be found at . An individual’s use of a computer is also limited by any rules or regulations set up by the user’s department or supervisor. Some of the important points are:

  • Do not use the computer for illegal purposes, sending spam, or commercial use. This includes file-swapping and any activity which would result in outside income for the user.
  • Do not share your password with anyone. You are responsible for any activity using your user logon.
  • Do not abuse the use of University computer assets.

Privacy Policy

In the course of our work, it may be necessary for a technician to have access to confidential information. We will only look at data that directly pertains to the problem that we are working on, and will not relay that information in any way.