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Monterey County Office of Education

Leadership, Support and Service to Prepare All Students for Success

Dr. Nancy Kotowski, County Superintendent of Schools

Service Description

MCOE-TIS provides Desktop Support for authorized computing devices and associated applications for the purpose of maintaining a productive computing environment. Desktop Support covers many phases of the computing lifecycle including purchasing guidance, deployment, maintenance, and troubleshooting. Ad-hoc user training is available as part of the troubleshooting and maintenance process.

What's Included?

This service includes the following:

Technology purchasing assistance
  • Hardware and software recommendations and assistance with establishing standards.
  • Hardware and software vendors liaison when deemed necessary by MCOE-TIS management
Computer setup and installation (new and repurposed)
  • Unpacking and connecting computer components
  • Configuring approved operating system for network connectivity
  • Installation of operating system patches and updates
  • Installation of applications
  • Transfer of data from an existing computer to a new machine. May include data conversion if necessary.
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  • Troubleshooting
  • Hardware failure support
  • System rebuilds
Desktop application support
  • Installation and updating of software
  • Troubleshooting of common problems
  • Help with basic usage
  • Support for non-standard applications on case-by-case basis
Training
  • Informal for individuals and small groups only
Service Desk
  • Live phone support during normal operating hours (7:30am - 5:00pm M-F)
  • Online service portal and self-help knowledgebase
  • Remote assistance

What's Not Included?

This service does not include support for the following:

  • Non-standard devices – devices are subject to the standards outlined in the MOU
  • Migration or recovery of personal files
  • Discouraged/prohibited software
  • Execution of Job Duties
  • Non-MCOE mobile devices
  • Advanced infrastructure services
  • Formal training

How We Charge

Charges are calculated annually and are based on district device counts. The price per device is based on the following scale:

Device Count

Desktop / Laptop

Tablet

Chromebooks

1 – 99

$500

$120

$200

100 - 299

$400

$100

$160

300 +

$300

$80

$120

How's the Service Measured?

Key Performance Indicators (KPI) will be utilized to measure MCOE-TIS performance in relation to Desktop Support Services. The following lists the KPIs that will be utilized for this purpose:

Name

How it’s Measured

Minimum Levels

Target Levels

Frequency

Mean time to Repair (MTTR) per Priority

MTTR =  (Sum of time between incident start and resolution)/Total number of incidents

 

Urgent = 4 hrs.

High = 8 hrs.

Med = 5 days

Low = N/A

Urgent = 2 hrs.

High = 6 hrs.

Med = 3 days

Low = N/A

Monthly & Cumulatively

Description: a metric that measures the availability of the system during normal operating hours.

Mean time to Resolution (MTTR) per Priority

MTTR =  (Sum of time between service request start and resolution)/Total number of service requests

 

Urgent = 4 hrs.

High = 8 hrs.

Med = 5 days

Low = N/A

Urgent = 2 hrs.

High = 6 hrs.

Med = 3 days

Low = N/A

Monthly & Cumulatively

Description: Measures the time it takes to fulfill a request or resolve an issue.

Client satisfaction

Survey instrument utilizing 5 point Likert Scale

Avg. of 4 out of 5

Avg. of 5 out of 5

Quarterly

Description: Subjective measure of client satisfaction based upon a survey instrument.

Contact Information   

Role

Representative

Contact Information

Administrative Contact

Natalie Hatley

(831) 784-4247  nhatley@monterey.k12.ca.us

Service Contact

Adam Gavalla

(831) 784-4264  agavalla@monterey.k12.ca.us

Support Contact

Service Desk

(831) 755-0322  http://whd.montereycoe.org

Contacts

Kudos Korner