Jefferson Information Technologies
Service Desk Transition
FAQs    |    Preferred Support Knowledgebase   |    Press Release

To assist you in better understand what is taking place, we have compiled a list of frequently asked questions for your review:

What is happening?
Why is this happening?
I am an employee of the Hospital and use the TAC for support.  Will I be affected in any way?
As a TJU employee or student, should I never call the TAC again?
If I call the wrong Help Desk will I still get help?
How does the new Jeff IT Web site fit into this?
Do I have to use the Jeff IT Web site before calling the Service Desk?
With the new Jeff IT Web site, does this mean I don’t need to use Pulse anymore?
I’m a TJU Student.  What should I do?
What are the Jeff IT Service Desk support hours?
The TAC is open 24x7 while the Jeff IT Service Desk is open during business hours.  Does this mean reduced support for TJU employees?
If I call the TAC out of habit will they help me out?
If I have any questions, who should I call?


In a nutshell, what is happening?
As of July 1, general IT support calls for university faculty, staff, and students should now be directed to the new Jeff IT Service Desk at 215 50(3-7600).  This does not apply to EMR users who have their own application support structure.  University employees should continue to call the TAC to report network disruptions, campus-wide application problems, and other widespread IT issues.  You should also call the TAC for TJUH services such as JeffChart, JeffCal, remote access, telephone issues, etc.

back to top

Why is this happening?
The new Jeff IT Service Desk was created to provide quicker turn-around for IT issues. During recent surveys and conversations with Jeff IT’s customers, they expressed a desire to have an IT Help Desk, or Service Desk, with knowledgeable professionals who would resolve a higher percentage of issues while on the line, or after one call. With this in mind, Jeff IT has developed a new Jeff IT Service Desk for the university community. Each Service Desk analyst has been trained to use remote management tools (Altiris) that can resolve issues, push out software, reimage PCs, and, with your permission, even take remote control of your computer to provide solutions and provide instruction in real time.

back to top

I am an employee of the Hospital and use the TAC for support.  Will I be affected in any way?
No.  The TAC will continue to be your source for IT support. 

As a TJU employee or student, should I never call the TAC again?
Not necessarily.  The TAC will continue to support the IT systems and applications TJUH IS manages for the Jefferson community.  These applications include JeffChart, ORSOS, JeffCal, among others.  In addition, the TJUH IS manages the wireless and wired campus networks and other services such as the phone system. So call the TAC for these issues or to report campus-wide service or applications disruptions.  Both the Jeff IT Service Desk and the TAC will open tickets for callers who need to be directed to other application or systems support teams in Jeff IT, TJUH IS, or AISR.  We know this change may be confusing at times, so during this transition the TJUH IS and Jeff IT support groups will be flexible and accommodating.

back to top

If I call the wrong Help Desk will I still get help?
Absolutely. It will take time to get used to these changes and it is not always clear with IT support issues where to call. If you call the wrong support group a ticket will be written up and directed to the correct group for resolution.

back to top

How does the new Jeff IT Web site (jeffit.jefferson.edu) fit into this?
By moving Jeff IT’s support site off of Pulse and vastly expanding and updating it, we hope that university faculty, students, and staff will get in the habit of going there first to search for answers or use the IT self-service forms.

Do I have to use the Jeff IT Web site before calling the Service Desk?
We would hope that everyone would.  It will reduce the wait time for those calling the Service Desk.  We’ve made every attempt to provide answers to most questions and allow you to initiate services through the Web self service model.  We think you’ll find it a useful resource for most questions.

back to top

With the new Jeff IT Web site, does this mean I don’t need to use Pulse anymore?
No. Jeff IT support documentation and information has moved to jeffit.jefferson.edu, but Pulse remains the primary access portal for applications such as, JeffShare and JeffMail, etc. Pulse is also the interface for the course management system (Blackboard) and contains a variety of useful announcements, news, links, and organizations.

back to top

I’m a TJU Student.  What should I do?
Check out jeffit.jefferson.edu for the section on student support, and if you still have questions call the Service Desk at 215 50(3-7600).   Use the TAC to report network outages or other campus-wide service disruptions. 

What are the Jeff IT Service Desk support hours?
The Service Desk is staffed between the hours of 8:00 am and 6:00 pm during weekdays.  After hours you will have the opportunity to leave a voice mail message which will be answered the next business day.  Off hours, you can always submit a self-service form.

back to top

The TAC is open 24x7 while the Jeff IT Service Desk is open during business hours.  Does this mean reduced support for TJU employees?
No.  Jeff IT support services have always been covered during weekday business hours.  All TJU support calls after business hours generated a ticket that was followed up on by Jeff IT the next business day.  Jeff IT Application and Server Support staff provides systems and applications coverage 24x7, so if you believe that a TJU system has gone down or is inaccessible beyond just your PC, the TAC will continue to take your call and page out to our on-call technicians.  However, these on-call staff can not provide desktop support after hours.

If I call the TAC out of habit will they help me out?
Both the TAC and the Jeff IT Service Desk will continue to take each others’ calls and be flexible about supporting Jefferson employees. However, over time we expect that TJU employees will get used to this change and use the Jeff IT Web site before calling the Jeff IT Service Desk. And of course there will be 24 by 7 access to the new Jeff IT self-service form at http://jeffit.jefferson.edu/.

back to top

If I have any questions, who should I call?
The director of IT Infrastructure Support, Doug Herrick, welcomes questions or feedback at 3-0264.

date revised 06/11/09


Click to leave feedback
feedback