Provider Services

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The following services, collectively known as Provider Services, are available to the IT community at Penn from ISC's Client Services Group.  Access to all are coordinated through the Provider Desk except where noted.

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 IT-related resources and services summarized below.

The Provider Desk is available Monday through Friday from 9:00 am until 5:00 pm.  Requests can be submitted by contacting:

For more information, please see the Provider Desk article.

Standards Lab

The Standards Lab is a testing facility with computing equipment representing ISC's recommended hardware and software standards across a four-year cycle. Its resources are available to anyone within Penn's IT community to use for testing, troubleshooting, and hardware evaluation. The Standard Lab's configuration can be customized to meet testers' needs and replicate a vast array of the computing environments found on campus. For more information, please see The Standards Lab article.

Mobile Technology Consulting

Mobile technology continues to be an increasingly important aspect of IT at the University and elsewhere.  ISC's Lead for Mobile Technologies, Ted Moskalenko, provides 2nd- and 3rd-tier support to Local Support Providers, maintains active relationships with many mobile service vendors, and offers guidance, purchasing recommendations, and product reviews for the Penn community (see mobile articles under both Hardware and Software).  Through the Provider Desk, members of the Penn IT community can also borrow devices from a select inventory for testing and self evaluation.  For more information on the devices available for loan, please see the Mobile Device Evaluation Units article.

Secure Hard Drive Disposal

Protecting University data is an integral part of any Local Support Provider's job.  To facilitate this process, a degausser and hard drive "crusher" are available for use by IT staff, free of charge.  For more information, please see the Secure Drive Disposal article.

Virus & Security Response

In conjunction with ISC Information Security, the Virus Response Team manages the University's relationship with Symantec, monitors virus activity on campus, and issues security alerts to the Penn IT community.  For more information, please see the  Virus Response Team article.

Vendor Resources for Providers

The Provider Desk facilitates access to a number of vendor resources that are available to IT staff.  Vendors include Apple, Dell, Gartner, Microsoft, Symantec and others. For more information, please see the Vendor Resources for Providers article.

Consultations

The Provider Desk is staffed by experienced IT who are available to meet with LSPs on-site to better assess technical issues and help find solutions. Staffs members' areas of expertise include:

General Hardware Support Mobile Techologies (Android, BlackBerry, iOS, 8 Windows) Wireless Troubleshooting
General Software Support Symantec Endpoint Protection Exchange & Zimbra Support
Mac OS X Operating Systems Malware Detection & Removal PennKey Support
Windwos Operating Systems System Recovery Tools Data Warehouse & Penn Community
Systems Imaging & Deployment Virtualization Penn IT Structure & Resources
Windows Installer Development Network Troubleshooting  And more...