Provider Desk

The Provider Desk (ProDesk) is a telephone and email support service for Local Support Providers (LSPs) as well as other members of the IT community at the univeristy.  LSPs can contact the Provider Desk for a variety of purposes including 2nd and 3rd tier support on technical issues, questions or issues regarding services provided by ISC, or general questions regarding the University's IT environment.  Through the Provider Desk, LSPs can also gain access to other Provider Services.

NOTE: Provider Desk does not provide direct support to faculty, non-technical staff, or students.  Support for those constituencies can be found by consulting the Get IT Help page.

Hours & Contact Information

Monday through Friday, 9:00 am-5:00 pm

Tel: (215) 573-4017
Email: prodesk@isc.upenn.edu
Web: Remedy Web Form
(Note: The status of your submitted requests are available through "My Service Requests".)

Incident Intake

The Provider Desk is staffed by experienced IT professionals who make every effort to resolve an issue or answer a question upon first contact.  When appropriate, requests are routed to the relevant ISC service provider for processing. This routing usually occurs almost immediately during business hours but can take up to an hour depending on call volume.  For critical issues, please contact the Provider Desk by telephone.

The Provider Desk may be contacted regarding questions related to many of ISC's services including:

Networking Operations:
  • AirPennNet & AirPennNet-Guest issues
  • Building outages
  • Intermittent connectivity issues
  • Network performance issues
  • Port outages

Network Engineering Services:

  • Class lists questions
  • Exchange & Zimbra issues
  • Kite questions
  • PennNames issues
  • PennNet Mailing Lists
  • Penn WebLogin questions
  • WWW questions
Network Administration:
  • Assignments access
  • DHCP requests
  • IP range requests
  • KAdmin requests
  • Policy questions

 Administrative Systems & Data Administration:

  • BEN Financials performance issues (client configuration and escalation of application problems)
  • Directory issues
  • PennCommunity data issues
ISC Security issues:
  • Port disconnect case closure
  • Initiation of port reconnect process

Telecommunications:

  • PennNet Phone problems
  • Asterisk (PennNet Phone) Voicemail issues
  • Interactive Intelligence ACD questions

Miscellaneous:

  • Supported Products questions
  • PennKey/Penn Community issues

A full list of services provided by ISC is available in the ISC Service Catalog.

Incident Management

The Provider Desk captures all customer interactions by creating incidents (or, "tickets") in Remedy, the IT service management solution.  This enables Provider Desk staff to effectively track trends in the type of requests being submitted and manage incidents on behalf of customers and in collaboration with ISC service providers. The use of Remedy also enables requestors to easily track their own requests.

When requests are routed to the appropriate service provider, the incident is assigned to that service provider. The Provider Desk is considered the owner of the incident. As the incident owner, the Provider Desk assumes an advocacy role on behalf of the requesting LSP.  All incidents routed by the Provider Desk are actively monitored. Staff will intervene when necessary, working with the service provider and/or LSP to ensure the request is addressed appropriately according to the service provider's SLA.

Within Remedy, the incident's status is used to indicate the current state of the incident as the Provider Desk or service provider works towards resolution.  The most commonly used incident statuses are:

    • Assigned: The case has recently been assigned to the appropriate service provider or Provider Desk staff member but little or no work has begun yet.
    • In Progress: The requested work is being performed or, for more complicated incidents, the necessary research, troubleshooting, or testing is being conducted.
    • Pending: The service provider or Provider Desk staff have requested additional information from the requesting LSP or have provided a possible resolution and are awaiting confirmation from the LSP.
    • Resolved: The request has been processed.  Incidents marked as resolved can be re-opened upon request.  Please note that incidents are often marked as resolved when it is reasonable to believe that the request has been fulfilled. Please contact the Provider Desk if that is not the case.
    • Closed: Remedy automatically closes incidents marked as resolved after two weeks.

The Provider Desk does not serve as a point of contact for the following services, systems, or applications and will refer all inquiries directly to the appropriate support provider.  The list below is not comprehensive and only represents the most common support referrals performed by Provider Desk staff.

For assistance with any of these services, please refer the service's respective link to view support contact information.

Frequently Asked Questions

How can I report an emergency Network outage during non-business hours?

In the event your organization experiences an outage of critical Network infrastructure during non-business hours (nights and weekends), you can issue a page to an on-call Networking technician by calling the Provider Desk at (215) 573-4017 and following the prompts.

I submitted a request for a port activation or installation from ISC Networking via the web. How come ProDesk doesn't have a record for this request?

When you submit a port installation, activation, or deactivation request through ISC Networking and Telecommunications' online form, your request is sent directly to the Network Operations Center (NOC). Rather than creating a ticket in Remedy, the same ticketing system used by the Provider Desk, NOC team members track your request in the Order Management System (OMS).  OMS is an in-house request system set up specifically to assist the technicians who complete your port requests.  To track progress on port requests made online, contact N&T's Customer Service team for the most up-to-date information:

How can I find out if any activity has occurred on my request?

Provider Desk staff can review the work log of any incident that is submitted in Remedy. Please feel free to call or write to us anytime you would like to receive an update of the activity on your request. We can locate the incident in Remedy by searching for the incident ID (i.e., ticket number) or by searching for name of the person who originally submitted the request.  The original requestor may also check the status of an incident online through My Service Requests.

I opened a incident with Provider Desk, but now I'm getting calls about the incident from someone who works in Networking. What's going on?

The Provider Desk serves as an intake channel for many different service providers within ISC. While your original contact may be with Provider Desk, subsequent correspondence will come from the ISC service provider (e.g., ISC Network Operations, Network Engineering Services) that has been assigned the incident since it is regarding a service they operate.

An incident was resolved before I had a chance to report that the issue was not actually fixed?  What can I do if I still need help?

In situations where the staff of the Provider Desk or the ISC service provider believe they have addressed the issue reported, an incident may be marked as "resolved" without waiting for confirmation from the requestor.  If your issue was not fully resovled or if you have additional questions or concerns, please contact the Provider Desk to have the incident re-opened.  Two weeks after an incident is marked as "resolved", Remedy automatically changes its status to "closed" and it cannot be re-opened.  However, the Provider Desk can create a new incident on your behalf and ammend the first ticket's work history to it.   

Provider Desk Staff

Bob Barron,

Applications Specialist

Bob joined the Client Services Group in 1994. In additional to staffing the Provider Desk, Bob is also the lead Remedy administrator and developer for CSG and the lead developer of the Windows version of supported product installers.

Dan Dougherty,

Senior IT Support Specialist

Dan began his career at Penn in 1989 as an intern in Client Services Group's Computing Resource Center (CRC). He was formally hired following his internship and continued to work in the CRC, providing frontline computer support to the general population of the University.  In 1993, Dan was among the first ISC staff members tasked with providing direct support to the President's and Provost's offices.  Dan returned to the Client Services Group in 2002. In addition to his role on the Provider Desk, Dan is the liaison with Symantec for the SEP suite of anti-virus software.

Andre Harris,

Operations Manager

Andre began working at Penn in 1996 within the Perelman School of Medicine.  He has worked in IT since 2000, first as a Local Support Provider and later as a Support Supervisor in Penn Medicine Academic Computing Services (formerly known as School of Medicine IS).  Andre joined the Client Services Group in 2012.  His current responsibilities include managing the day-to-day operations of both the Provider Desk and the Computing Resource Center.

Ian Kelley,

Senior IT Support Specialist

Ian has work in IT support at Penn since 1999.  He began his career in College House and Academic Services where he provided support to the Penn undergraduate population.  Ian joined the Client Services Group in 2012.  His primary responsibility is the managing all aspects of the Standards Lab, including its operations, hardware, and imaging processes.

Michael McLaughlin,

IT Project Leader

Michael began working for ISC in 2008 and joined the Client Services Group in 2011.  His major responsibilities include running the annual Penn IT Staff Convention, coordinating XpressConnect on AirPennNet-Help, and serving on various ISC- and campus-wide project teams. 

Ted Moskalenko,

Lead for Mobile Technologies

Ted has worked in Information Technology since 2005.  He began his career at Penn in 2010 as a local support provider in Wharton Entrepreneurship. In 2013, Ted joined the Client Services Group as a member of the Provider Desk staff and as the Lead for Mobile Technologies.  In that role, he is responsible for tracking the latest mobile trends, providing general direction for the Penn community, and serves as a vendor liaison with mobile technology vendors.

Vern Yoneyama,

Senior IT Support Specialist

Vern's career began in 1996 at the School of Veterinary Medicine.  He started as an IT support specialist and later became a system administrator.  In 2001, Vern joined the Client Services Group and transitioned back to an IT support role.  Vern's responsibilities include being the lead editor for the Technology Support Services' website as well as an intake specialist for OS X issues that can be escalated to Apple under TSS's Apple enterprise support agreement.

 

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Date Posted: June 14, 2013 Tags: Provider Services, Provider Desk, ProDesk

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