Dear DEPH Faculty & Staff,
Please review the SOP below before submitting your request. After you have finished reviewing the SOP you can continue to the support request page by clicking the "Continue to Support Request -->" button on the bottom of the page. If you have any questions regarding time estimates or support requests you can reach me at 305-243-3650.
Thanks,
Ophelia Hernandez
|
| Service Type |
Sub Type |
Process |
Responsible Unit |
Time Range Estimate |
|
Troubleshooting |
Software |
If software is not custom
application created by the Department's IT unit then send request via
email to help@med.miami.edu |
Medical IT Unit |
Same day to 7 working days |
| If software is custom
application then proceed with completing the support request. |
DEPH IT Unit |
Same day (if emergency)
otherwise 2 business days |
| Hardware |
If you choose to submit
request via departmental IT unit then please complete the support
request |
DEPH IT Unit |
Can be from 1 - 14 business
days. In cases where employee is unable to work at all then please
contact Ophelia Hernandez |
| If you prefer request can
also be sent to Medical IT unit by emailing help@med.miami.edu |
Medical IT Unit |
Can be from 2 to 14 business
days |
| New
Software Purchase and Installation |
Purchase and
Installation |
For non custom/in house
purchase of applications you can send request for quote by completing
the support request. Quote will then be sent to client and accounting
staff. Accounting staff will provide necessary approval or will contact
client to inform if otherwise. Once approval is granted to the internal
IT unit then IT unit will provide status and set up installation with
client |
DEPH IT Unit |
2 to 4 business days to
receive quote. 1 to 2 business days for accounting approval. Depending
on what the it is 2 to 14 business days to receive product. Tack on
additional 3 weeks if item meets the criterial of capital equipment. All
capital equipment must be processed through committee |
| For custom/in house purchase
of applications please refer to the custom project procedural document |
DEPH IT Unit |
Based on procedural document
timeline |
| Just
Installation |
For non-custom installation
of applications you can send your request to help@med.miami.edu via
email |
Medical IT Unit |
Same day to 7 working days |
| For custom/in house
installation of applications please submit this support request |
DEPH IT Unit |
2 to 4 business days |
| New
Hardware Purchase and Installation |
Purchase and Installation |
For hardware purchase and/or
installation of applications please proceed with completing the support
request |
DEPH IT Unit |
2 to 4 business days to
receive quote. 1 to 2 business days for accounting approval. Depending
on what the item is 2 to 14 business days to receive product. Tack on
additional 3 weeks if item meets the criteria of capital equipment. All
capital equipment must be processed through committee |
| Just
Installation |
If you choose to use medical
unit you can send your request to help@med.miami.edu via email |
Medical IT Unit |
Same day to 7 working days |
| If you choose to use
departmental unit then please complete this support request |
DEPH IT Unit |
2 to 7 working days |
| New
User Account and/or Share drive access |
New User Account |
Brand new employees to the
University will have the user account for the PC set up automatically
after orientation. No action necessary |
Human Resources |
With Orientation |
| Share Drive(s) |
Any requests for share drive
access the requestor should proceed with completing the support request
and clearly identify what share drive is being requested (FAMSTUDY or
MEDICAL DOMAIN) |
DEPH IT Unit |
2 to 10 business days
contingent upon FAM STUDY or MEDICAL domain |
| Custom Projects |
|
Please refer to the custom
project procedural document |
DEPH IT Unit |
Based on procedural document
timeline |
| Video
Conference/Presentations |
|
Requests must be made with at
least 2 business days notice between the request and the actual event.
Any requests for this the requestor should proceed with completing the
support request |
DEPH IT Unit |
2 to 5 business days |
| Remote Access to
Work Computer |
|
Send request to Medical IT by
emailing help@med.miami.edu |
Medical IT Unit |
2 business days for response
to request |
| PC login issues |
|
You can call Jorge Grimany at
305-243-8023 for immediate response. If not available then you can also
call Medical IT at 305-243-5999 |
DEPH IT Unit |
Immediate |
| Other |
|
Any requests for this
the requestor should proceed with completing the support request
|
DEPH IT Unit |
Waiting time to be determined
based on request |