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Welcome to the SUNY Learning Network Application Services space

Scope

The SLN Support Services Department, consisting of application support staff, HelpDesk analysts and web specialists, work to achieve the goals of the SUNY Learning Network organization.

Application Services

The SUNY Learning Network (SLN), in conjunction with the Information Technology Exchange Center (ITEC) administers operational aspects of supporting and hosting the ANGEL Learning Management System technical environment. The SLN Application Services Team provides a high level of technical support for campus instances of the ANGEL LMS application.

Statement of Services

  • Streamlining and expanding end-user support efforts across the State University of New York
  • Partnering with the SUNY Alliance for Strategic Technologies (AST) for university-wide initiatives
  • Commitment to delivering high-quality customer service

Application Services

  • Second-Tier Application Support Services
  • ANGEL Administration and its associated tasks
  • Application development of ANGEL custom code and Nuggets
  • Partner with ITEC on ANGEL hosting strategies, options, and their execution

Web Technologies & Implementation

  • Technical implementation and enhancements to the SLN public facing websites
  • Technical implementation and enhancements of the SLN community tools (wiki)
  • Continued support of websites for the Office of the Provost and its related initiatives

Welcome to the SUNY Learning Network HelpDesk Services space

Scope

The SLN Support Services Department, consisting of application support staff, HelpDesk analysts and web specialists, work to achieve the goals of the SUNY Learning Network organization.

SLN HelpDesk

The SUNY Learning Network (SLN) HelpDesk provides end user support for Learning Management Systems (LMS) via telephone, web, and e-mail for prospective and active students and faculty of the SUNY community. The SLN HelpDesk staff strives to deliver quality customer service to support the missions of the SLN and the Office of the Provost.

Statement of Services

  • Streamlining and expanding end-user support efforts across the State University of New York
  • Partnering with the SUNY Alliance for Strategic Technologies (AST) for university-wide initiatives
  • Commitment to delivering high-quality customer service

HelpDesk Services

The HelpDesk is the initial point of contact for all questions, issues, information, or service requests regarding online course support for faculty, students, and campus staff. The HelpDesk staff attempts to resolve inquiries on first contact. If this is not possible, your request is logged into the HelpDesk tracking system for additional SLN staff member(s) to be assigned and assist with resolution.

The HelpDesk service focuses on direct support and assistance for end users on Learning Management Systems (LMS). This includes the following:

  • "How to" questions for a campus LMS
  • LMS navigation guidance for campus students and faculty
  • LMS "log in" or access questions
  • Ability to view current and past issue resolutions in the HelpDesk ticket tracking system
  • Initial point of contact for all SLN questions and issues (Service Desk). The HelpDesk attempts to resolve various student & faculty issues. When the HelpDesk is unable to resolve the issue, a service ticket is generated to escalate to:
    • The SLN Education Team for questions regarding course quality and design, as well as questions pertaining to pedagogy.
    • The SLN Application Services Team for higher level support for application incidents, bugs and queries (Tier 2).
    • Other appropriate teams or staff within SLN.
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