MITS - Manual Info

Question 1

Telephone Support/Contact Info?

Answer 1

Call the Help Desk at 927-2148 or Extensions 7200 or our digi-lines 618-
6466/618-6469/473-9358

Question 2

Telephone numbers and extensions:

Answer 2

927-2148

7200

618-6466/618-6469/473-9358

Question 3

WhatsApp Support:

Answer 3

WhatsApp Messaging Service: 1(876) 499-2291

Question 4

Email Support

Answer 4

Email Support: helpdesk@uwimona.edu.jm

Question 5

2 Computer Repair Shops

Answer 5

BUSINESS MGMT LTD
For HP Products
39D H W T Rd (5) 960-4427
Or 929-5940, 929-6934, 960-4429
960-4430
960-4428
960-4431
Fax: 929-5959

ILLUMINAT (JAMAICA) LTD
For HP Products
28 Balmoral Ave (10) 926-3490
Or 926-2837
Or 926-0120
Toll Free 1 (888) 991-2271
Or 1 (888) 991-2272
Kingston Fax: (876) 929-2065

Question 6

Kayako Desktop App Link

Answer 6

https://support.mona.uwi.edu/

Question 7

Telephone Protocol:

Answer 7

Always answer the telephone promptly and professionally.

A. The telephone must be answered on or before the third ring with a friendly tone.
One way to answer the phone is “Thank you for calling MITS ‘John Brown’
speaking, how may I assist”.
When answering the phone, you must always include:

B. The department you are located at (in this case it would be MITS)

C. Your name

D. A general question (“How may I assist?”

When the customer explains their issue, ask for their ID number

Question 8

Information Required for logging a Job:

Answer 8

a. Name and ID Number of caller
b. Department from which the user is calling
c. Contact number for the caller
d. Detailed summary of the problem/s

Question 9

Transcript Access:

Answer 9

User can access transcript using E-Commerce, Examinations

Question 10

Who does office 365 password resets?

Answer 10

Khari Lawrence first
Akime Thomas Second
Walter Rodney Last

Question 11

Senior Engineers Are:

Answer 11

Garrick Blake
Alethia Afflick-Mitchell
Andrew Saunders
Owen Ferguson
Walter Rodney
Omar Downie

Question 12

Who is the Web Master?

Answer 12

Rohan Shaw

Question 13

Supervisors of USS

Answer 13

Khari Lawrence, Alethia Bryant, Aura Bryan Francis, Janessa Meghie

Question 14

Function of Infrastructure:

Answer 14

Manages IT Security, Email Services, VOIP, Building Access Control

Question 15

List URLS for the different platforms used by MITS

Answer 15

http://pluto:8181/helpdesk
http://qlogik-srv-2:8080/#!/login
https://support.mona.uwi.edu/

Question 16

Domain Masters

Answer 16

Andrew Saunders and Walter Rodney

Question 17

What are the names of the Heads of Campus?

Answer 17

CIO: Bridgette Collins
Principal: Densel Williams
Bursar: **Jacqueline Scott Crossely
Chancellor: Dr Dodridge Miller
Vice Chancellor: Sir Hillary Beckles
Campus Registrar: Dr Donnavon Stanberry

Question 18

State the email addresses and the persons responsible for:

Mona Messaging

Answer 18

announcements@uwimona.edu.jm

Question 19

Protocol for contacting an important person

Answer 19

1. Get Name and ID number
2. Get Contact
3. Get Department
4. Get reason for contacting the Individual: Ensure you can articulate this reason to the best of your ability