FIRST STEP:

Information Gathering

1. Name of customer. 
2. Type of Customer. (Staff/Student/Faculty)
3. Room and building.
4. Is the customer in the room?
5. Has meeting/class/other event in session?
6. Ask the person to describe the issue in detail.
7. Who supports classroom?
   1. IMS - Try to resolve the over the phone.
   2. Other - Refer customer to appropriate Support Tech.

SECOND STEP:

Phone Resolution 

1. Service Desk Student Assistant - Transfer Call
   1. (408) 924-2867 (42867) How to forward calls...
2. IMS Support - Troubleshoot 

   1. Mobile TP Unit

   2. Next Gen Classroom

   3. Smart & Enhanced Classroom

THIRD STEP:

Classroom Technology

1. Connecting Different Computer OS's to Projectors
2. Classroom Validation
3. /wiki/spaces/ISS/pages/2097156
4. Classroom Hardware Documentation
5. NGN Classroom Support Protocols

Resources

• Contacts for support of tools we use
• Academic Technology Services, Media Services
• CL 102 Lab & Walk Up Help Desk

• iSupport Tips and Tricks