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class="data-tracker-mobileHamburgerSearchButton module__2SJHmMQqaR6VY-Sm7Uu9uv module__di2Az7TvAHksDXGVxfVtZ module__2iMoF9X2o0C7B51CRzMDRn undefined" tabindex="0" style="width:100px"> <span class="">Search</span> </button> </form> <div> <nav class="mc__navbar"> <div class="menu__wrapper menu-type--standard"><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--1"><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 no-submenu"><a href="/it/welcome" class="mc__nav__link mc__nav__link--1 ">Home</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 no-submenu"><a href="/it/Expedition-Tech" class="mc__nav__link mc__nav__link--1 ">ExpeditionTech</a></li><li class="if module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 has-submenu"><span class="mc__navbar__trigger mc__navbar__trigger--1">About Us</span><div class="mc__nav__submenu"><a href="/it/about-us" class="mc__nav__link mc__nav__link--1 ">About Us Home</a><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--2"><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/our-leadership" class="mc__nav__link mc__nav__link--2 ">Our Leadership</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/our-strategic-focus" class="mc__nav__link mc__nav__link--2 ">Our Strategic Focus</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.vumc.org/it/cast" class="mc__nav__link mc__nav__link--2 ">Ourselves (The ITself Podcast Series)</a></li></div></div></li><li class="if module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 has-submenu"><span class="mc__navbar__trigger mc__navbar__trigger--1">Help/Support</span><div class="mc__nav__submenu"><a href="/it/medical-center-help-and-support" class="mc__nav__link mc__nav__link--1 is-active-trail">Help/Support Home</a><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--2"><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/bitlocker-help" class="mc__nav__link mc__nav__link--2 ">BitLocker Help</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://pegasus.vumc.org/Knowledge.aspx" class="mc__nav__link mc__nav__link--2 ">Browse Knowledge Articles</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu is-active"><a href="/it/computer-support" class="mc__nav__link mc__nav__link--2 is-active is-active-trail">Computer Support</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/customer-relationship-management" class="mc__nav__link mc__nav__link--2 ">Contact a Customer Relationship Manager</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/education-and-learning" class="mc__nav__link mc__nav__link--2 ">Education & Learning</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/new-vumc" class="mc__nav__link mc__nav__link--2 ">New to VUMC?</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/pegasus" class="mc__nav__link mc__nav__link--2 ">Pegasus Information</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.vumc.org/it/phone-voice-support" class="mc__nav__link mc__nav__link--2 ">Phone & Voice Service Support</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.vumc.org/it/printer-support" class="mc__nav__link mc__nav__link--2 ">Printer Support</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/research-support" class="mc__nav__link mc__nav__link--2 ">Research Support</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://pegasus.vumc.org/ess" class="mc__nav__link mc__nav__link--2 ">Submit a Help Desk Ticket or Chat with Help Desk</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.vumc.org/it/support-services" class="mc__nav__link mc__nav__link--2 ">Support Services</a></li></div></div></li><li class="if module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 has-submenu"><span class="mc__navbar__trigger mc__navbar__trigger--1">IT Services</span><div class="mc__nav__submenu"><a href="/it/it-services" class="mc__nav__link mc__nav__link--1 ">IT Services Home</a><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--2"><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/applications-reporting" class="mc__nav__link mc__nav__link--2 ">Applications & Reporting</a></li><li class="if module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 has-submenu"><span class="mc__navbar__trigger mc__navbar__trigger--2">Communicate and Collaborate</span><div class="mc__nav__submenu"><a href="/it/communicate-and-collaborate" class="mc__nav__link mc__nav__link--2 ">Communicate and Collaborate Home</a><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--3"><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--3 no-submenu"><a href="/it/email-and-calendar" class="mc__nav__link mc__nav__link--3 ">Microsoft Outlook Email and Calendar</a></li></div></div></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/computer-services-and-management" class="mc__nav__link mc__nav__link--2 ">Computer Services and Management</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/hosting-services" class="mc__nav__link mc__nav__link--2 ">Hosting Services</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/network-support" class="mc__nav__link mc__nav__link--2 ">Network Support</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.vumc.org/it/it-service-management" class="mc__nav__link mc__nav__link--2 ">ITSM</a></li></div></div></li><li class="if module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 has-submenu"><span class="mc__navbar__trigger mc__navbar__trigger--1">Software/Hardware</span><div class="mc__nav__submenu"><a href="https://www.vumc.org/it/software-and-hardware" class="mc__nav__link mc__nav__link--1 ">Software/Hardware Home</a><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--2"><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/microsoft-365-apps" class="mc__nav__link mc__nav__link--2 ">Microsoft 365 Apps</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="http://www.vumc.org/it/how-buy-computer" class="mc__nav__link mc__nav__link--2 ">How to Buy a Device</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="http://www.vumc.org/it/vumc-software-store" class="mc__nav__link mc__nav__link--2 ">VUMC Software Store</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.vumc.org/enterprisecybersecurity/BYOD" class="mc__nav__link mc__nav__link--2 ">VUMC on your Phone</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.vumc.org/it/mobile-departments" class="mc__nav__link mc__nav__link--2 ">Corporate-Owned Mobile Devices</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/ip-cameras" class="mc__nav__link mc__nav__link--2 ">IP Cameras</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/mac-instructions" class="mc__nav__link mc__nav__link--2 ">Mac Instructions</a></li></div></div></li><li class="if module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 has-submenu"><span class="mc__navbar__trigger mc__navbar__trigger--1">Email/Connectivity</span><div class="mc__nav__submenu"><a href="https://www.vumc.org/it/email-and-connectivity-overview" class="mc__nav__link mc__nav__link--1 ">Email/Connectivity Home</a><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--2"><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.vumc.org/it/vumc-it-guide-working-remotely" class="mc__nav__link mc__nav__link--2 ">Work Remotely</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="http://www.vumc.org/it/outlook-web-access-owa-email" class="mc__nav__link mc__nav__link--2 ">Access Email Online</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.vumc.org/enterprisecybersecurity/BYOD" class="mc__nav__link mc__nav__link--2 ">VUMC on your Phone</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/vumc-guest-wireless" class="mc__nav__link mc__nav__link--2 ">VUMC Guest Wireless</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/vumc-wireless" class="mc__nav__link mc__nav__link--2 ">VUMC Wireless</a></li></div></div></li><li class="if module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 has-submenu"><span class="mc__navbar__trigger mc__navbar__trigger--1">AccessVUMC</span><div class="mc__nav__submenu"><a href="/it/accessvumc" class="mc__nav__link mc__nav__link--1 ">AccessVUMC Home</a><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--2"><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/accessvumc-new-users" class="mc__nav__link mc__nav__link--2 ">New Users</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/accessvumc-existing-users" class="mc__nav__link mc__nav__link--2 ">Existing Users</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/accessvumc-administrators" class="mc__nav__link mc__nav__link--2 ">Administrators</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="/it/dual-identity" class="mc__nav__link mc__nav__link--2 ">Dual Identity</a></li></div></div></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 no-submenu"><a href="https://www.vumc.org/enterprisecybersecurity" class="mc__nav__link mc__nav__link--1 ">Cybersecurity</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 no-submenu"><a href="https://healthit.vumc.org/" class="mc__nav__link mc__nav__link--1 ">HealthIT</a></li></div></div><div class="menu__wrapper menu-type--static-colored"><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--1"></div></div><div class="menu__wrapper menu-type--standard"><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--1"><li class="if module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--1 has-submenu"><span class="mc__navbar__trigger mc__navbar__trigger--1">Vanderbilt University Medical Center</span><div class="mc__nav__submenu"><div class="module__15qpHMBRHtRlNYQyfB6aDS module__3lmHNJo_yqty-XI4JEty7i module__1v4IWxfMNWEOM-6hO8Z53m module__2SJHmMQqaR6VY-Sm7Uu9uv"><ul class="module__13HG0bPYDSb7E0b2J1eZSn module__35oBIfBh56ydj7tZ2bUYJ1 data-tracker-primaryMenu-menu mc__nav__menu nav__menu--2"><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="https://www.childrenshospitalvanderbilt.org/" class="mc__nav__link mc__nav__link--2 ">Monroe Carell Jr. Children's Hospital at Vanderbilt</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="http://www.vanderbilt.edu" class="mc__nav__link mc__nav__link--2 ">Vanderbilt University</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="http://research.vanderbilt.edu" class="mc__nav__link mc__nav__link--2 ">Research</a></li><li class="else module__1ljDITU36fEMzZ4veK_1vW module__3OGVzirUoUNlr32nOqNijX mc__nav__menu__item nav__menu__item--2 no-submenu"><a href="http://www.vanderbilthealth.com" class="mc__nav__link 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<div class="node__content"> <div class="clearfix text-formatted field field--name-body field--type-text-with-summary field--label-hidden field__item"><p>For assistance with a computer that is not working properly, knowing what information to provide when you submit a <a href="https://pegasus.vumc.org/" target="_blank">Pegasus Ticket</a> will expedite your request. See the "Consider these service levels" tab below for details.</p> <h2>How can I get assistance with my computer?</h2> <h3>Critical or very important requests should always be called in to the Help Desk at 615-343-HELP (3-4357).  </h3> <ul> <li> <p><a href="https://www.vumc.org/it/node/760" target="_blank">Is your issue with an Administrative Workstation or application (AWS)?</a></p> </li> <li> <p><a href="https://www.vumc.org/it/node/761" target="_blank">Is your issue with a Clinical Workstation (CWS)?</a></p> </li> <li> <p><a href="https://www.vumc.org/it/node/762" target="_blank">Are you experiencing issues with a Clinical Application?</a></p> </li> <li> <p><a href="https://www.vumc.org/it/surplus-data-and-device-removal">Do you need a device removed?</a></p> </li> <li>For all other computer-related issues, submit a <a href="https://pegasus.vumc.org/" target="_blank">Pegasus Ticket</a> and include the following information: <ul> <li>Name</li> <li>Phone Number</li> <li>Department</li> <li>A brief description of your problem</li> </ul> </li> <li> <p>If you have a specific issue in mind, <a href="https://pegasus.vumc.org/request/discover" target="_blank">Pegasus Request search module</a> can be used to search and find requests for specific needs or issues you might have.</p> </li> <li> <p><a href="https://www.vumc.org/it/how-buy-computer">Purchase a computer</a></p> </li> <li> <p><a href="https://www.vumc.org/it/workstation-billing-and-inventory-reporting">Computer Billing & Reporting</a></p> </li> </ul> <h2>Want to transition your department to VUMC IT support?</h2> <h4>Let VUMC IT manage your department's workstations & printers</h4> <ol> <li>Contact a <a href="https://www.vumc.org/it/customer-relationship-management">VUMC IT Relationship Manager</a></li> <li>Fill out the <a href="https://pegasus.vumc.org">Pegasus Request</a></li> </ol> <p>Find out more in this <a href="https://pegasus.mc.vanderbilt.edu/ViewKnowledge.aspx?id=14914">Knowledge Article</a>.</p> </div> <div class="field field--name-field-collapsible-section field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <div class="container-fluid"> <ul class="mc__accordion"> <li class="mc__accordion__item row"> <input class="mc__accordion__checkbox" type="checkbox" id="ConsidertheseServiceLevelsforyourcomputersupportrequest" value="Resources for employees"> <label class="mc__accordion__button" for="ConsidertheseServiceLevelsforyourcomputersupportrequest"><span class="mc__accordion__button__label" onclick="">Consider these Service Levels for your computer support request</span></label> <div class="mc__accordion__content"> <div class="mc__accordion__content__inner"> <div class="col-xs-12"> <div class="mc__box__content"> <div class="clearfix text-formatted field field--name-field-section-body field--type-text-with-summary field--label-hidden field__item"><blockquote> <h3><span class="text-info">Prior to contacting Desktop Support with your computer issue, please consider the appropriate level of service you require.</span></h3> </blockquote> <p>All customers have the option to call the VUMC IT/NTT Help Desk or submit a self-service ticket via Pegasus, </p> <p>Critical or very important Issues should always be phoned in using 615-343-4357 (343-HELP). </p> <h3><span class="text-info">Priority 1 (Something is Broken. Patient Safety is Affected)</span> </h3> <p>Machine is not operational because of a hardware or software problem and critical work cannot be performed. Service response is targeted to be within two hours of the report of a problem during regular business hours (7:30 a.m. to 6:00 p.m. Monday through Friday). If a workstation cannot be restored to service in 2.5 hours, a "hot spare" with basic network connectivity and Office applications (Word, Excel, Powerpoint, Outlook), Sharepoint, browsers, etc. will be provided. </p> <h3><span class="text-info">Priority 2 (Something is Broken. Patient Care or a Critical Business Function is Affected)</span></h3> <p>A component, application or critical feature is down and some work cannot be performed. Service response is targeted to be within 4 hours during normal business hours (7:30 a.m. to 6:00 p.m. Monday through Friday).</p> <h3><span class="text-info">Priority 3 (Something is Broken. I Cannot Work)</span></h3> <p>Minor or intermittent incident such that work can continue. Service response is targeted to be within 8 business hours during regular business hours (7:30 a.m. to 6:00 p.m. Monday through Friday).</p> <h3><span class="text-info">Priority 4 (Something is Broken. I Can Work)</span></h3> <p>Service Request – Routine request for software/hardware upgrade/maintenance or assistance. Service response is targeted to be within 12 business hours to perform work remotely or schedule an appointment for an on-site visit (7:30 a.m. to 6:00 p.m. Monday through Friday).</p> </div> </div> </div> </div> </div> </li> </ul> </div></div> <div class="field__item"> <div class="container-fluid"> <ul class="mc__accordion"> <li class="mc__accordion__item row"> <input class="mc__accordion__checkbox" type="checkbox" id="ComputerSupportFAQ" value="Resources for employees"> <label class="mc__accordion__button" for="ComputerSupportFAQ"><span class="mc__accordion__button__label" onclick="">Computer Support FAQ</span></label> <div class="mc__accordion__content"> <div class="mc__accordion__content__inner"> <div class="col-xs-12"> <div class="mc__box__content"> <div class="clearfix text-formatted field field--name-field-section-body field--type-text-with-summary field--label-hidden field__item"><p><em><strong>"How are calls escalated?"</strong></em></p> <p>Every workstation we support has a yellow sticker on it. On this yellow sticker is a workstation ID. When calling the help desk or using employee self-service (ESS), please be ready to provide this ID to the helpdesk representative or in your Pegasus ticket.</p> <p><em><strong>"What does the ID on the yellow label mean?"</strong></em></p> <p>The ID on the label is the workstation name. Each workstation could be a desktop, laptop, tablet or any other miscellaneous device. Our team follows a predefined naming convention for this label.</p> <p>Stickers on Administrative Workstations</p> <h1><img alt="AWS Sticker" data-entity-type data-entity-uuid height="80" src="https://www.vumc.org/it/sites/vumc.org.it/files/AWS%20Yellow%20Sticker.jpg" width="322"></h1> <p>Stickers on Clinical Workstations</p> <p><img alt="CWS STicker" data-entity-type data-entity-uuid height="88" src="https://www.vumc.org/it/sites/vumc.org.it/files/CWS%20Yellow%20Sticker.jpg" width="209"></p> <p>The workstation ID helps to escalate the incident to the appropriate workgroup support team. Additionally, some workstations are considered critical devices. If you contact the Help Desk from one of these critical devices, the incident will be escalated more quickly.</p> <p>We also have an automated paging system called AlarmPoint that notifies our teams about Critical and High priority incidents during normal business hours of 7:30 a.m. to 4:30 p.m. Monday through Friday and during our on-call hours.  We have several tiers of support that start with Tier 1 and eventually escalate to our management team for resolution.</p> <p><em><strong>"If I report an incident outside of normal business hours, how quickly should I get a response from a support team member?"</strong></em></p> <p>Our support team members have 15 minutes to respond during on-call hours for critical- and high-priority incidents. If they fail to respond, the incident is escalated to our next support tier and, again, to our management team, if necessary. If staff is required to come onsite to resolve a problem, it may take up to three hours.</p> <p><em><strong>"If I have lost access to a file or accidentally deleted a file from my department share, how d</strong><strong>o</strong><strong> I get it back?"</strong></em></p> <p>Our staff has tools that can allow them to restore files very quickly from hourly snapshots for the past 72 hours, or snapshots from the last 30 days. If the problem is related to file access, our team can help resolve the issues, as well. To ask for this service, please submit a <a href="https://pegasus.mc.vanderbilt.edu/ess">Pegasus ticket</a>. </p> <p><em><strong>"How are incidents prioritized</strong><strong>?"</strong></em></p> <p>Incidents for our field support team are prioritized based on the impact and the urgency of the issue. The following table outlines default urgency guidelines for placing incidents. The goal is to make sure we prioritize incidents properly in order to achieve a high level of service for our customers.</p> <table border="1" cellpadding="1" cellspacing="1" style="width:500px;"> <tbody> <tr> <td class="rtecenter"><strong>Urgency</strong></td> <td class="rtecenter"><strong>Examples</strong></td> </tr> <tr> <td> <h3 class="text-align-center">Critical</h3> </td> <td> <ul> <li>Unscheduled downtime of department server or central server</li> <li>Problem affecting entire department or multiple users</li> <li>Security compromise of workstation</li> <li>Customer under deadline for critical department operation or task</li> </ul> </td> </tr> <tr> <td class="rtecenter text-align-center"> <h3>High</h3> </td> <td> <ul> <li>Customer is unable to send or receive email</li> <li>Problem with application that is critical to customer</li> <li>Workstation does not boot up</li> <li>Loss of critical network printer</li> <li>Loss of critical network drive mappings</li> </ul> </td> </tr> <tr> <td class="rtecenter"> <h3>Medium</h3> </td> <td> <ul> <li>Non-critical resource unavailable</li> <li>Application problem that does not interfere with critical functions</li> <li>Remote access is unavailable</li> <li>Printer not printing in single application</li> <li>Request is specified non-urgent by customer</li> </ul> </td> </tr> <tr> <td class="rtecenter"> <h3 class="text-align-center">Low</h3> </td> <td> <ul> <li>Hardware or software installations and/or recommendations</li> <li>Computer setups and installations</li> <li>New user account creations</li> <li>Request for other services</li> <li>Hardware installations or upgrades</li> <li>Computer moves</li> <li>Requests for information</li> </ul> </td> </tr> </tbody> </table> <p> </p> <p>We are also able to tailor urgencies for customers based upon clinical and business needs in a department. </p> <p><em><strong>"What questions should I be prepared to answer when calling the VUMC IT/NTT Help Desk for support or placing an incident through employee self-service?"</strong></em><br> <br> Our team and the VUMC IT/NTT Help Desk utilize the following questions when trying to prioritize our work or when establishing incident impact and urgency.</p> <ul> <li>Is the device labeled critical in CMDB?</li> <li>Do you have another computer or printer to use?</li> <li>Is this affecting multiple users or an entire department?</li> <li>Is this affecting patient care, or is this mission critical?</li> <li>Is this affecting your workflow? Some? Most? All?</li> <li>If after hours, can this wait until the next business day?</li> </ul> <p><em><strong>"Can I escalate an incident to the management team?"</strong></em><br> <br> Yes, any incident can be escalated to Support Management. When calling the VUMC IT/NTT Help Desk, ask for your incident to be escalated.</p> <p><strong>"Are incidents ever escalated automatically?"</strong><br> <br> Yes, if a customer contacts the VUMC IT/NTT Help Desk regarding an open incident and there is no information regarding the status or on the work currently in progress, the incident is escalated to the management team. If a customer contacts the VUMC IT/NTT Help Desk regarding an incident and wishes to change the urgency, the incident is escalated to management.  We do these two particular steps to make sure the incidents are handled properly and staff has sufficient resources assigned to them in order to complete tasks on time.</p> </div> </div> </div> </div> </div> </li> </ul> </div></div> </div> </div> </article> </div> </div> </div> <div class="col-sm-4 l-main__sidebar-second" role="complementary"> <div class="region region-sidebar-second"> <div id="block-vusmcustomblockssidebar"> <div class="block block-hastitle blockstyle-accentheader"> <h2 class="block__title"> Helpful Links </h2> <div class="block__body"> <p data-entity-type="" data-entity-uuid=""> </p> <p data-entity-type="" data-entity-uuid="" style="text-align: center;"><span><img alt="computer services" data-entity-type="" data-entity-uuid="" height="150" src="/it/sites/default/files/website%20header%20no%20background.png" width="150" /><span title="Click and drag to resize"></span></span></p> <p data-entity-type="" data-entity-uuid=""></p> <p><a href="https://www.vumc.org/it/computer-support-services-and-management">Computer Services home page</a></p> <p><a href="/it/buyacomputer">How to Buy A Computer, Printer or other accessories</a></p> <p><a href="https://www.vumc.org/it/workstation-billing-and-inventory-reporting">Workstation Billing & Inventory Reports</a></p> <p><a href="/it/awscwsvm">About our workstations</a></p> <p><a href="/it/sites/vumc.org.it/files/Wireless%20Device%20Purchase%20Guide.pdf">Departmental Wireless Device Purchasing Guide</a></p> </div> </div> <div class="block block-hastitle blockstyle-accentheader"> <h2 class="block__title"> Contact the Help Desk </h2> <div class="block__body"> <h4>Phone:</h4> <p>615-343-HELP (4357) </p> <p>For <a href="https://www.vumc.org/it/phone-voice-support">Voice Services</a></p> <h4>Online:</h4> <p><a href="https://pegasus.vumc.org/ess/Submit">Submit a ticket</a> if you are experiencing an issue.</p> <p><a href="https://pegasus.vumc.org/request/discover">Submit a request</a> if you need access or an IT service performed.</p> <hr /> <h4>Desktop Services Business Hours</h4> <p>Monday-Friday 7:00 a.m. - 6:00 p.m.</p> <h4>After Hours Support</h4> <p>Help Desk - 615-343-HELP (4357). </p> <p>If your issue impacts patient care, Desktop Engineering provides 24/7 after-hours desktop support for emergencies.</p> </div> </div> </div> </div> </div> </div> </main> </div> </div> <div class="vh__site__footer mc__site__footer__fixed mc__site__wrap module__2-UfodP0ZHCwdgo7h5wDyT module"> <div class="module__F3ONLiSmWCwP_Gne0JZqX"> <footer> <div class="footer col-xs-12"> <div class="no-json module__3sgycAQHtxgHd0fO2_trjT"> <div class="module__MroWek4mtJn7njl9R2qLc"> <ul> <li><a href="https://www.facebook.com/VanderbiltHealth" rel="noopener" target="_blank"><span class="module__2SJHmMQqaR6VY-Sm7Uu9uv module__2vZF2B_mzgO1-EL4cUC8LW module__PeUJHvTe3EAaRtg8FMaor" 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