Chatham IT Support Services Laptop Service Intake Instructions

IT Support Services Laptop Service Intake Instructions

Overview

Instructions for intake of Chatham-issued laptops that need servicing or repair. Chatham IT Support Services DOES NOT service or repair personal (BYOD - Bring Your Own Device) devices. We will sometimes be able to take a look and do some basic troubleshooting, but we will not intake a personal device, nor will we give out a loaner laptop for a broken or out-for-service personal device. Please advise that there are desktop computers available for use by all students, faculty, and staff, located in the computer lab(s) on the first floor of the library next to IT Support Services. 

 

Instructions

  1. The Client (student/staff/faculty) brings in a Chatham-issued laptop for Servicing or for Diagnostics/Testing. Chatham IT Support Services does not intake, service, or  repair personal computers or other devices.
  2. Please hand the Client a Servicing Packet. (Packet consists of a Ticket Form, a Bill to Student’s Account Form {this is signed and used only in cases where the repair is not covered under warranty or Apple Care}, and the Loaner Laptop Contract). The packets are located in the wooden file organizer behind the student worker desk. Slot labeled Laptop Intake Service Packets. 
  3. Have the Client fill out the information marked with an X on each sheet.
  4. Ask the Client if they will need a loaner laptop. 
  • If yes, have the client fill out the Chatham IT Loaner Laptop Contract and retrieve a loaner laptop from the Loaner Shelf in the HD technician room. (Please put your name and date in ‘Received by…’). 
    •  Please make note of the loaner laptop’s serial number on the Ticket Form for when you create a ticket.   
    •  If a loaner is not available at the time of intake, the client can be added to the loaner waiting list located on the loaner shelf.
  • If no, then the client can skip the Loaner Laptop Contract, but still fill out the other two forms.                                     
  1. Create a ticket in Web Help Desk/TDX using the information from the Ticket Form and any questions or information you may have gathered from the student while talking to them during intake.
  2. Write the ticket number on the Form in the appropriate space. Tape the Servicing Packet to the top of the laptop and place on shelf labeled Laptops in For Repair on the shelving unit inside IT Support Services.        
  3. Log into Sassafras – https://ams.chatham.edu/  (use the ITS.student credentials). Go to ‘Extras’, then open ‘Loaner Checkout’, then click on the ‘Ready to Loan’ computer icon, click on the loaner (name) being assigned and ‘Check out selected’ at the bottom of the page. Fill in the information asked for (or as much as is possible) and then click on ‘complete’.

 

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